Senior Reservationist

Dakota Hotel based in Manchester City Centre are seeking an experienced Hotel Reservationist and strong administrator for the role of a Reservations Supervisor.

CONTRACT AND PAY RATE 

The role carries a permanent contract of a 40 hours per week and typical shifts will be varied, working any 5 days out of 7 including working weekends. The gross annual salary for the role is up to £29,000 plus an incentive-based bonus of up to £1000.

PRIMARY ROLE RESPONSIBILITIES 

The ideal candidate will be an organised and confident team leader, with a sharp eye for detail and a passion for delivering efficient, guest-focused service. Working within our central reservations hub and reporting to the Central Reservations Manager, you’ll support in overseeing daily operations, ensuring accuracy across all bookings, and helping to drive occupancy and rate across the Dakota portfolio

• Deliver fantastic guest service, securing bedroom and table bookings for guests who contact to enquire and deliver training to Reception where required.  
• Be knowledgeable about our current special packages and coordinate guest stays tailoring their experience based on their needs. Offer a range of additional services and packages, noting guest requests and building profile preferences. 
• Work closely with onsite teams to give recognition to our repeat guests.
• To be confident in computer use and develop a comprehensive knowledge of our bedroom and restaurant booking systems. 
• Provide a consistently excellent level of guest service in accordance to our service principles and values, ensuring that all guests receive special attention and recognition. 
• Handling any guest concerns or booking issues with professionalism and urgency, escalating where appropriate to maintain satisfaction and uphold brand standards.
• Handle all bedroom reservations from emails, phone calls, and third-party platforms, ensuring accuracy in room types, rates, and guest preferences.  
• Actively upsell room types, dining options, and packages, tailoring suggestions to guests’ needs.  
• Support the implementation and training of reservation systems, to enhance team proficiency.  
• Send out all required reporting including the daily pick-up report.  
• Consolidate commissions for all third-party suppliers on a weekly basis, ensuring timely payments and accurate records.   

BENEFITS  

In addition to being part of a culture infused with positivity and opportunity for ongoing development, tangible benefits you could enjoy when you join our team include: 

• 40 per cent off stays at any Dakota  
• 25 per cent off drinks and dining at any Dakota 
• Access to our Employee Assistance Program which includes  
  - free private mental health support and counselling sessions 
  - video GP consultations and private prescription services 
  - access to daily rewards to be cashed out for shopping vouchers 
• Access to discounted gift card platform 
• Support from our inhouse Mental Health Champions 
• Additional holiday day on the first anniversary of your employment. 
• Family-friendly flexible working options  
• Meals on duty and uniforming 
• £200 bonus to recommend a friend to join our team  
• £10 bonus every time you are mentioned on Trip Advisor  
• Free bi-annual eye testing for users of display screen equipment 
• Accredited, certified compliance training given on employment such as in Food Hygiene, Alcohol Responsibility, Data Protection, and Health & Safety 
• Access to a suite of external, certified resources via our Learning Management System 
• Supportive continuous professional development culture with an annual appraisal and objectives, or a Personal Development Plan.
• Opportunities to undertake both internal and external training courses, including potential for in-house Apprenticeships.
  
  Full terms on our benefits can be found in our Handbook. 

ABOUT DAKOTA HOTELS 

Dakota is a growing UK-based lifestyle brand, known for our stylish hotels, bustling brasserie Grills and upscale cocktail Bars. Dakota’s story started with two boutique hotels on the outskirts of Edinburgh, in South Queensferry, and Glasgow, in Eurocentral. We have now expanded into prime city centre locations in Glasgow, Leeds, and Manchester, with Newcastle coming in 2025 and more in our pipeline. 

Dakota is synonymous for delivering attentive and genuine guest service. We attract hard-working individuals who are passionate about working to the highest standards and have been voted within The Caterer’s Top 15 Best Employers in Hospitality for the last five years in a row. We were also featured within the Top 10 employers in the 2024 Sunday Times Best Places to Work in the UK, as well as being awarded the Spotlight Award for Best Places to Work for LGBTQIA+ employees.  

As recent winners of The Cateys ‘People Team of the Year’, we have award-winning internal training programmes within Dakota Academy fostering continuous development and ongoing training. As a result, over 75% of our leaders have been promoted internally and, for four consecutive years, a member of our team has won a prestigious Acorn Award awarded by The Caterer to the ‘Top 30 under 30’ in the industry, demonstrating our success in developing talent. 

Eurocentral | Edinburgh | Glasgow | Leeds | Manchester | Newcastle 

Our location, 29 Ducie St, Manchester M1 2JL, is centrally located in the Piccadilly Basin, close to Piccadilly Station ideally located for public transport users.

We are home to 137 luxury bedrooms, including 27 suites - the most in the city, a destination cocktail bar with champagne room, and a brasserie style grill with private dining rooms as well as a spectacular terrace.

APPLICANT REQUIREMENTS 

The successful applicant will have/be: 

• A minimum of two years experience working in a hotel environment in Reservations or Reception.  

• Demonstrate problem-solving skills, addressing guest concerns promptly and ensuring clear communication with management and other departments.  

• A genuine passion for delivering exceptional guest experiences and upholding the high standards of the Dakota brand. 

• A proactive and solution-focused approach, with a keen eye for detail and accuracy.

• Excellent communication skills, with a natural ability to lead, coach, and motivate a team.

• Strong administrative skills, capable of working at pace while effectively prioritising tasks in a busy environment.

• Be fully computer literate and a fast learner of systems. Previous experience of using a property management system (PMS) is required, and experience of our current PMS, Shiji, is favoured. 

• Be able to be physically active in your role, standing for much of your shift and working at pace.  

• An enthusiastic individual who will promote our culture of positivity.  

• Be task oriented with a great pride for the work they do and attention to detail. 

• Flexible with shift patterns and available around the needs of our business.  

• Successful candidates must demonstrate having researched our brand and a genuine desire to be part of our team.  

APPLY 

Please send us your up to date CV.  

Visit our Careers page to learn about current opportunities and find your #DreamRolesAtDakota – we’d love to hear from you! 

 For more information on our luxury hotel, please visit our:

• Website
• Dakota Hotels Instagram or Dakota Manchester Instagram
• Trip Advisor
• Facebook page