Reservations Administration Manager in Torquay

TLH Leisure Resort, Belgrave Road, TQ2 5HS

Join the team shaping the future of TLH Leisure Resort

TLH Leisure Resort is on a mission to become the number one choice for hotel‑based leisure in Torquay. To help us achieve this, we’re strengthening our leadership team with people who are passionate about exceptional guest service, operational accuracy, and creating a seamless booking experience for every guest.

If you’re an experienced reservations or administrative professional with strong leadership skills and a commitment to excellence, this role offers the chance to make a meaningful impact at the heart of our multi‑hotel resort.

As Reservations Administration Manager, you will lead the day‑to‑day running of our busy Reservations Department. You’ll oversee both Group and Private bookings, ensure our systems remain accurate, support your team’s development, and uphold the high standards that define TLH.

Working closely with the Sales & Marketing Director and the Private Sales & Revenue Manager, you’ll play a key role in delivering a smooth, efficient, and guest‑focused reservations experience.

This is a role for someone who thrives on organisation, enjoys leading a team, and takes pride in delivering exceptional service.

Key Responsibilities

• Oversee the operations of the Reservations Team, ensuring Group and Private bookings are managed in line with TLH policies and procedures
• Ensure all reservations tasks are completed within deadlines, including allocation of Group Reservation tasks
• Operate balance payment procedures to ensure bookings are paid in line with Terms & Conditions
• Build and maintain packages to ensure the reservation system remains accurate
• Share responsibility for third‑party web allocations and invoices
• Manage administration for our major group Key Accounts
• Lead by example in delivering the customer service standard expected at TLH
• Coach new team members and support ongoing training within the department
• Complete interviews, selection, and recruitment of new team members in line with company policy
• Ensure all HR procedures are followed, including induction, appraisals, attendance monitoring, and reporting
• Maintain a clean and hygienic work environment and report any faulty equipment
• Follow safe working practices in accordance with Health, Safety, and Fire regulations
• Adhere to company rules as laid out in the TLH team Handbook

What We’re Looking For

• Previous management or leadership experience in an office or administration setting
• Significant hospitality reservations experience (ideal)
• Excellent written and verbal communication skills, including strong telephone manner
• Strong Microsoft Office skills and experience with bespoke systems
• Ability to prioritise and complete accurate work in a fast‑moving environment
• Excellent attention to detail
• Strong people management and interpersonal skills
• Positive, professional attitude
• Ability to develop a strong working knowledge of TLH Hotels and the wider resort

We recognise that great people bring great value, so we’re happy to offer flexibility for the right candidate. This role is available from 30 to 37.5 hours per week, typically worked over 5 days, Monday to Friday.

The salary for this position is £13.40 per hour.

To support business needs there is the occasional requirement to work either a Saturday or a Sunday.

What You’ll Gain

As part of the TLH Team, you will be available to take advantage of exceptional company benefits including:

• Free use of the leisure facilities (during selected times)
• Discounts on Aztec Spa treatments and facilities
• Discounts on accommodation and Aztec Leisure memberships for friends and family
• Full induction to ensure you hit the ground running
• Free staff meals whilst on duty
• Up to 28 days annual leave
• Workplace pension scheme (subject to eligibility criteria)

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