Regional Head of Reservations

Full-Time

The Regional Head of Reservations 

The Regional Head of Reservations oversees reservation operations across Sea Containers London & One Hundred Shoreditch, leading the reservations team and optimising room revenue through effective management of reservations processes. This role involves overseeing reservation operations of both properties, implementing pricing strategies, and ensuring excellent customer service to maximize guest satisfaction and hotel profitability. The role will report directly to the Head of Revenue and will have a dotted reporting line to the Hotel/General Manager at the location the position is based at. 

DUTIES AND RESPONSIBILITIES 

Team Leadership:

• Lead, manage, and mentor the reservations team, ensuring a high level of motivation and productivity. 

• Conduct regular training sessions to enhance the team's skills and knowledge. 

• Foster a positive and collaborative work environment within the reservations department. 

Reservation Operations:

• Oversee day-to-day reservations activities, including managing bookings, cancellations, and modifications. 

• Ensure accurate and up-to-date information is maintained in the reservations system. 

• Monitor reservation trends, occupancy levels, and availability to optimize room revenue, and minimise distribution costs.. 

• Handle all commissions, using the relevant software and working alongside the Finance team 

Customer Service:

• Ensure a high standard of customer service is maintained during the reservation process. 

• Address and resolve guest inquiries, concerns, or issues related to reservations. 

• Collaborate with the front office and other departments to ensure a seamless guest experience. 

Channel Management:

• Handle online travel agencies platforms (OTAs), global distribution systems (GDS), and other distribution channels ensuring reservations information is accurate and guest requests are captured 

• Monitor inventory and rates across various channels, ensuring consistency and accuracy. 

Reporting and Analysis:

• Prepare and analyse reservations reports, providing insights into performance, trends, and opportunities for improvement. 

• Collaborate with the revenue management team to develop strategies for achieving revenue goals. 

• Utilize data and analytics to make informed decisions regarding pricing and inventory management. 

Technology and Systems:

• Stay updated on industry trends and advancements in reservation systems and technology. 

• Ensure the reservations team is proficient in using relevant reservation and property management systems. 

• Collaborate with the IT department to address any technical issues related to reservations systems. 

Room Only Groups:

• Manage the end-to-end reservations process for room only group bookings across both properties, from initial enquiry through to arrival. 

• Liaise with the Sales, Revenue, and Front Office teams to ensure group blocks are accurately loaded, maintained, and released in line with agreed cut-off dates and contractual terms. 

• Monitor rooming list deadlines, attrition, and pick-up performance, escalating risk to the Revenue Management team as appropriate. 

Lore Discovery – Loyalty Programme:

• Champion the Lore Discovery loyalty programme within the reservations function, actively driving member enrolment and ensuring recognition of member benefits at every booking touchpoint. 

• Train the reservations team on Lore Discovery membership benefits, conversion best practices, and how to identify and maximise direct booking opportunities from existing members. 

• Track and report on Lore Discovery enrolment and conversion rates within the reservations channel, identifying trends and opportunities to improve programme performance. 

Regional and Global Projects:

• Lead regional reservations projects, including system implementations, process standardisation initiatives, and cross-property workflow improvements across the Lore Group UK portfolio. 

• Provide reservations expertise and support to global Lore Group projects, contributing to the development and rollout of group-wide standards, best practices, and new property openings. 

• Act as a key stakeholder and subject matter expert in global reservations-related workstreams, collaborating with counterparts across the Lore Group international portfolio. 

PROFESSIONAL/PERSONAL QUALIFICATIONS 

It is imperative that the individual upholds the philosophy, culture, and values of the Lore Group living and breathing the core values of family, discovery, detail, and spirit. 

Skills and Knowledge

• Strong communication and presentation skills (verbal, listening, writing) 

• Experience in hotel operations and service quality levels.   

• Strong organization and analytical skills in problem-solving. 

• Ability to acquire, maintain and influence relationships, e.g., stakeholders, customers, vendors, and investors. 

• Knowledge of the markets specific luxury / lifestyle hotel sector.  

• Effective conflict and change management skills. 

Qualifications:

• Relevant professional qualifications for location role is based. 

Lore Leadership Competencies 

• Leadership  

• Building Effective Relationships  

• Taking Accountability / Delivering Results  

• People & Culture  

• Applying Individual Expertise