Head of Reservations & Customer Care - London, UK

SLH is searching for a full‐time Head of Reservations & Customer Care in London. This role reports to the Senior VP of Distribution in London.

Location: London (Office‐based with Hybrid Options)

Working Hours: Monday to Friday, Full‐Time (weekends may occasionally be required)

Benefits: 25 days annual leave (pro‐rata), all UK bank holidays, SLH Staff Rate

Key Responsibilities

• Team Leadership
  • Operate with a high level of autonomy, making decisions on behalf of the team and taking ownership of day‐to‐day operations, team development, and service delivery.
  • Proactively manage and lead a global team of Reservations and Customer Care Executives working across different time zones, ensuring seamless communication, collaboration, and performance.
  • Motivate, reward and develop a high‐performing team of Reservations and Customer Care Executives, fostering a culture of excellence and continuous improvement.
  • Establish clear team goals and KPIs aligned with the company's overall objectives, regularly monitoring progress and driving accountability.
  • Conduct regular one‐on‐one performance reviews, analysing individual and team performance to provide tailored coaching, training, and rewards for achievement.
  • Recruit, onboard, and train new team members globally, ensuring they have the tools and knowledge to succeed.
• Reporting and Analysis
  • Track, analyse, and report on reservation performance, focusing on revenue, team productivity, and client satisfaction metrics.
  • Provide detailed and actionable reports to senior management, offering insights into trends, performance gaps, and areas for improvement.
  • Utilise data‐driven analysis to refine reservation strategies, optimise team workflows, and drive continuous service enhancement.
  • Regularly assess team performance and implement changes to improve efficiency, profitability, and overall team effectiveness.
• High‐End Client Management
  • Serve as the primary point of contact for high‐end clients, ensuring personalised service and prompt resolution of any issues or inquiries.
  • Build and maintain strong relationships with key clients, understanding their preferences and needs to enhance their experience.
  • Coordinate special requests and bespoke experiences for high‐end clients, liaising with hotels and service providers as needed.
• Reservation Operations
  • Oversee the processing of high‐end reservations, ensuring accuracy and efficiency in booking procedures.
  • Implement and maintain standard operating procedures for reservations to enhance service delivery.
  • Monitor reservation trends and data to identify opportunities for improvement and growth.
• Customer Care
  • Oversee the team to efficiently handle customer questions about products, services, or company policies.
  • Keep accurate records of customer interactions and transactions.
  • Handle complaints related to the booking process and/or customer experiences.
  • Solving any technical issues related to the team's tech equipment.
  • Develop and implement customer feedback mechanisms to gather insights from high‐end clients and enhance service offerings.
  • Lead initiatives to improve the overall client experience, ensuring that SLH maintains its reputation for excellence in service.
• Collaboration and Networking
  • Manage the relationship with outsourced Call Centres and contact centre partners.
  • Train the outsourced Call Centres on SLH products and monitor their revenue performance.
  • Work closely with the sales and marketing teams to develop targeted strategies for attracting and retaining high‐end clientele.
  • Collaborate with hotel partners to ensure seamless service delivery and address any operational challenges.
  • Represent the team at SLH events and networking opportunities.
• Administrative Duties
  • Manage administrative tasks related to reservations, including documentation, reporting, and system updates.
  • Ensure compliance with company policies and procedures in all aspects of reservation management.

Desired Skills and Experience

• Bachelor's degree in Business Management, Hospitality, Tourism, or a related field; an advanced degree or relevant professional certification is an advantage.
• Fluent in spoken and written English. Additional languages (ideally Spanish, Italian or French, both spoken and written) are an advantage.
• A hands‐on leader who is willing to step in and support day‐to‐day operations when required, including handling reservations or customer enquiries via phone or email during peak periods or team shortages.
• Proven leadership experience in reservations, customer care, or high‐end hospitality operations, ideally within the luxury travel sector.
• Demonstrated ability to manage, mentor, and develop high‐performing teams across multiple locations.
• Excellent communication and interpersonal abilities, with experience engaging senior stakeholders and external partners.
• Proficient in reservation systems and customer service technologies; experience with Salesforce or similar CRM platforms is preferred.
• Experience working with contact centre technologies with the ability to design and manage global call flows that ensure efficient routing and a seamless customer journey.
• Confident in analysing data to identify trends, generate insights, and support strategic decision‐making.
• Highly organised with strong project and time‐management skills, and the ability to prioritise effectively in a fast‐paced environment.
• Experience designing and delivering training programmes to build team capability.
• Adaptable, solutions‐focused, and committed to continuous improvement.

All applicants should have the right to work in the UK.

Please send your application with your CV to romina.dicristoforo@slh.com