Reservations Manager - London, England

Job summary

As Reservations Manager, you will lead the reservations function with precision, warmth, and commercial insight. This role plays a key part in shaping the guest journey - ensuring every enquiry, every detail, and every interaction reflects the service and care that define Cambridge House.

Responsibilities

• Lead and inspire the reservations team: mentor, support, and guide team members to deliver warm, professional, and attentive service whilst cultivating a culture of accountability and service excellence.
• Oversee the end‑to‑end reservations process, including responding to enquiries, managing special requests, processing payments, and handling cancellations or amendments.
• Ensure all reservation data - guest profiles, booking details, billing information, and preferences - is accurate, current, and handled with the utmost discretion.
• Collaborate closely with the Director of Revenue to forecast occupancy, fine-tune pricing strategies, and optimise distribution to maximise yield and RevPAR.
• Maintain rate integrity and consistency across all channels (OTAs, direct bookings, corporate and wholesale), while monitoring systems and channel managers for accuracy.
• Generate and analyse regular performance reports covering reservation metrics, conversion trends, occupancy forecasts, and revenue projections; share actionable insights with senior leadership.
• Work in partnership with Sales & Marketing to prepare for campaigns, packages, and promotions, ensuring the reservations team is well-briefed and aligned.
• Ensure service excellence for all guests by anticipating needs and delivering thoughtful, personalised pre‑arrival communication.
• Liaise with Front Office, Housekeeping, F&B and other departments to ensure all reservation details and guest preferences are communicated clearly and executed seamlessly.
• Maintain and regularly update SOPs for the reservations function, ensuring adherence to brand standards, GDPR, and internal policies.

Job description