Reservations Manager in London

Holiday Inn Express London – Limehouse sits near the Thames River in a historic part of London close to major attractions. The hotel boasts 176 contemporary rooms, a brand‐new lobby, and an additional 26 rooms featuring the Holiday Inn Express Urban Room Concept. It is less than 5 minutes' walk from Limehouse DLR station, where trains travel to central London in about 20 minutes and to the O2 arena and London City Airport (LCY) in under 30 minutes.

Benefits:

• Discounted hotel room rates for you and your friends & family
• An extra day's holiday for your birthday
• Enhanced maternity, adoption & shared parental leave
• Course sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream – choose how and when you get paid
• Life insurance
• Employee assistance programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1,000 per year

A Day in the Life of a Reservations Manager:

Reporting to the General Manager, your day will include the following. As Reservations Manager you must be self‐motivated and an inspirational leader, believing in delivering the best possible standards in guest service and continually leading by example. The role requires excellent interpersonal skills to handle booking enquiries from leisure and corporate markets.

Key Responsibilities:

• Lead reservation tasks to optimise bookings and create an exceptional first impression for every guest even before they arrive.
• Manage daily reservation operations with a focus on accuracy, maximising occupancy and implementing strategies to boost revenue during peak and off‐peak seasons.
• Convert group enquiries, both business and leisure, manage group blocks, liaise with group partners on presales numbers, contracts, rooming lists and invoicing, and maintain positive relationships to ensure long‐term repeat business.
• Utilise statistical data to set future pricing strategies for group and transient accommodation and manage inventory strategies for systems.
• Participate in sales activities to ensure the successful launch and continued success of the hotel, assist with hotel show rounds and attend sales meetings with key business partners.
• Collaborate closely with Front Office, Revenue and Central Sales Teams to maximise upselling, business referrals within the company and drive revenue generation across all streams.
• Analyse booking patterns, market trends and competitor rates to refine pricing strategies and maintain the hotel's competitive edge.
• Develop efficient systems and processes so the reservations team can quickly and accurately handle enquiries, bookings, cancellations and special requests.
• Coach and motivate the team, providing training and feedback to deliver consistently high service standards and memorable guest interactions.
• Generate and present reports on booking trends, occupancy forecasts and revenue opportunities, providing insights to support strategic decision‐making.
• Engage with guests over the phone, email or online booking channels, ensuring a seamless, friendly and brand‐aligned reservation journey.
• Attend daily and weekly operational meetings, quarterly HOD meetings and commercial reviews.

Qualifications & Skills:

• Proven experience in hotel reservations, ideally within a high‐volume branded hotel environment, with a strong commercial mindset and a desire to win new business.
• Excellent communication and presentation skills, a client‐focused approach to handling bookings, guest queries and VIP requests.
• Analytical skills with the ability to interpret booking data and make strategic rate‐adjustment recommendations.
• Proficiency in reservations systems (ideally Opera or similar) and CRM tools with keen attention to detail.
• Strong organisational and multitasking skills, able to balance high call volumes with guest requests and team training.
• Genuine enthusiasm for creating memorable guest experiences and ensuring smooth, efficient reservation processes.
• Brand hotel experience particularly within IHG highly desirable, though training will be provided.
• Knowledge of the London hotel market is highly advantageous.

Equal Opportunities:

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‐first culture. If at any point throughout our process you require reasonable adjustments, please contact careers@rbhmanagement.com.