Reservations Supervisor in City of Westminster

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service. Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within every one, our team create unforgettable experiences for our guests.

The Reservation Supervisor supports the Head of Reservations and Assistant Reservations Manager in overseeing the daily operations of the Reservations Department across Montcalm Collection hotels. The role is responsible for driving conversion, maintaining high service standards, and ensuring a seamless guest experience from enquiry to arrival. Acting as a key point of support and leadership for the reservations team, the Reservation Supervisor ensures that all processes run efficiently, guest correspondence is accurate and professional, and team members are motivated, well-trained, and aligned with the company’s goals and brand values.

• Supervise the daily operations of the reservations team, including scheduling, training, and performance monitoring.
• Assist the Head of Reservations and Assistant Reservations Manager in managing all departmental functions.
• Prepare work schedules, assign duties, and ensure efficient workflow among team members.
• Handle guest correspondence promptly, accurately, and professionally.
• Oversee manual reservation updates and ensure system integrity in case of failed reservations.
• Ensure all guests receive accurate booking confirmations and that pre-arrival correspondence is complete.
• Support the handling of guest complaints, following instant pacification and escalation procedures as needed.
• Keep the team updated with company information, promotions, and policy changes.
• Promote upselling and ensure guests are offered the most suitable room types and packages.
• Maintain accurate reservation data and reports within Opera or other hotel systems.

This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.

• Previous experience in hotel reservations, preferably within a supervisory capacity.
• Strong knowledge of Opera PMS and related reservation systems.
• Excellent communication and interpersonal skills.
• Ability to lead, coach, and motivate a small team effectively.
• Strong organisational skills and attention to detail.
• Customer-focused mindset with a commitment to service excellence.
• Experience in handling group bookings is advantageous.

Full-time role based at Montcalm Collection head office, London. Office and hotel-based environment with flexibility as required. Occasional weekend or evening work may be required depending on business demands.

• Competitive salary.
• A supportive, empowering team environment.
• Benefits platform with various discounts.
• 28 holidays including eight bank holidays, with more holidays after two-year service.
• Cash-back health benefits, including optical, dental, chiropractor and physio services.
• Discounted gym membership.
• Access to Wellbeing platform and sessions, including EAP.
• Awards and Recognition Programme.
• Annual parties.
• Regular and ongoing training and development, including leadership workshops.
• Enjoy a paid day off to celebrate your birthday – because your special day matters!

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

At Montcalm Collection, diversity and inclusion aren’t just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice. Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role. Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.