Reservation Coordinator
25 days ago
Doncaster
Hotel Reservations Coordinator £28K + Commission Monday – Friday 9am – 5pm Daily Reporting To: Sales & Events Manager Overall Reporting To: Operations Manager Working Hours • The role operates on 5 days over 7 working patterns, general hours of work 9am-5pm., • Flexibility is required to support business needs, including occasional later evenings particularly around events, group bookings, and peak/seasonal periods. Job Overview: • The Reservations Coordinator is responsible for the day-to-day management of the hotel’s reservation’s function, ensuring all guest bookings are handled accurately, efficiently, and with a high level of care. Working closely with the reception team, this role supports smooth front-of-house operations while maximising room occupancy and revenue., • The position involves overseeing reservation processes, maintaining clear communication with other hotel departments, and delivering a consistently positive guest experience from initial enquiry through to arrival. This is a hands-on role, well suited to someone looking to step up from a senior reception or head receptionist position within a smaller hotel environment. Key Responsibilities 1. Reservations Management • Oversee the day-to-day operation of the reservations function, supporting and guiding the reception team to ensure smooth and efficient service., • Manage individual and group reservations across all channels, including telephone, email, online booking platforms, and travel agents., • Ensure all reservations are accurately recorded in the system, with guest preferences noted and actioned where possible., • Monitor availability and identify potential overbooking situations, managing these proactively and effectively., • Liaise closely with the Events team to allocate the most suitable accommodation for group bookings and VIP guests, ensuring the most profitable and commercially sound outcome for all venues., • Monitor reservation revenue against forecasts, highlighting trends or risks where appropriate., • Communicate effectively with Housekeeping and Maintenance regarding room allocations, special requests, and VIP requirements. 2. Customer Service • Act as a key point of contact for guest enquiries, concerns, and reservation-related issues., • Provide clear and accurate information regarding room rates, availability, and hotel services., • Ensure a high standard of guest service from initial enquiry through to arrival, contributing to an excellent overall guest experience. 3. Team Leadership & Development • Support the training and development of reception staff, sharing best practice and product knowledge., • Encourage a positive, organised, and professional working environment within the team. Essential Requirements: • Previous experience in a hotel reception or reservations role., • Strong organisational skills with excellent attention to detail., • Confident communication skills, both written and verbal., • Ability to manage multiple tasks and prioritise effectively in a busy environment., • A customer-focused approach with a genuine passion for hospitality., • Competent IT skills including the use of CRM systems (ideally HubSpot) and experience using hotel reservation systems. Desirable • Experience as a Head Receptionist, Senior Receptionist, or in a supervisory front-of house role., • Familiarity with the Opera PMS system., • Previous sales or revenue-focused experience (beneficial but not essential)., • Experience handling group bookings, events accommodation, or corporate clients. Personal Attributes • Proactive, organised, and solutions focused., • Able to work collaboratively across departments., • Confident making decisions while remaining flexible and adaptable., • Keen to develop within a smaller hotel environment and take on increased responsibility