Reservations Manager

Radisson Blu Hotel, London Marble Arch

Salary: £42,000 per annum
Job Type: Permanent
Hours: Full-time
Town: London

This role is based onsite at the Commercial Hub, Radisson Blu Hotel, London Marble Arch, with accountability for all 9 Radisson Blu Hotels in London. Flexibility is required to support other hotels within the cluster according to business needs.
The below is designed to help you understand the role. It is not intended to be definitive, and flexibility in meeting company and guest needs is required of all Axiom Hospitality employees. As is typical within the hotel industry, the jobholder may be asked to carry out other tasks as required by management.

We are currently recruiting for Reservation Manager to join our Truly Talented team. Reporting directly to the General Manager, this is an exciting role a talented individual who is looking for career growth and for the opportunity to lead a hardworking team

What we offer

• £42,000 per annum
• Permanent, full-time contract (40hrs per week)

Benefits

• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Free meals while on shift;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

GENERAL SCOPE AND PURPOSE

We are committed to delivering outstanding guest experiences from the moment a booking is made. As Reservations Manager, you will lead the team responsible for all bedroom and restaurant reservations across the 9 Radisson Blu Hotels in London. This role is based at the Commercial Hub and ensures accuracy, efficiency, and commercial performance in every booking process.
You will oversee the day-to-day operation of the reservations department, ensuring seamless handling of bookings and the delivery of agreed KPIs and service standards. This role requires an experienced Reservations Manager with proven expertise in Opera, strong people leadership, and a track record of managing or contributing to multi-site operations. You will be a guardian of the guest journey pre-arrival, ensuring VIPs, profiles, and special requests are handled to the highest standard.

KEY RESPONSIBILITIES
Team Leadership and Development

Lead, support, and motivate the reservations team to deliver consistently accurate and guest-focused service.
Provide training and coaching to ensure Opera and OpenTable systems are used effectively and correctly.
Build team resilience by focusing on succession planning, capability building, and professional development.
Manage team scheduling and workflows to ensure coverage across all booking channels and properties.

Reservations Operations
Oversee all reservations processes for both bedrooms and restaurants, ensuring accuracy, compliance, and service excellence.
Ensure all guest profiles, preferences, and special requests are accurately captured in Opera and communicated to relevant departments.
Handle escalated or complex booking enquiries, modifications, cancellations, and group requests.
Liaise with Food & Beverage and Events teams to ensure restaurant bookings and group reservations are fully aligned with operational delivery.
Maintain service consistency across direct bookings, OTAs, corporate clients, and third-party platforms.

Commercial Accountability
Deliver personal and departmental KPIs and SLAs, including conversion rates, upsell revenue, call handling times, response SLAs, booking accuracy, and guest satisfaction scores.
Promote and monitor upselling and cross-selling opportunities to maximise total revenue per guest.
Analyse booking pace, conversion trends, and source markets to provide insights and data to Revenue and Sales teams.
Support promotional campaigns and packages by ensuring accurate set-up and communication across systems.

Systems, Processes and Compliance
Ensure full and correct use of Opera (essential) and OpenTable (preferred).
Conduct regular checks and audits to maintain data accuracy and booking integrity.
Maintain compliance with hotel policies, payment procedures, GDPR, and industry standards.
Report regularly on departmental performance, including KPIs, conversion, service levels, and guest feedback.

SKILLS, KNOWLEDGE AND QUALIFICATIONS
Previous experience as a Reservations Manager within hospitality is essential.
Opera expertise is required; OpenTable experience preferred.
Multi-site or cluster reservations leadership experience desirable.
Strong leadership and proven ability to coach, develop, and motivate a team.
Excellent communication, problem-solving, and guest relationship skills.
Proven ability to meet and exceed KPIs and SLAs in a high-volume environment.
Familiarity with CRM tools such as Revinate or Salesforce is an advantage.
Highly organised with meticulous attention to detail and ability to prioritise effectively.
Flexible to work in line with business needs, including weekends and peak trading periods.

You will also demonstrate:
A positive and approachable leadership style.
A strong focus on detail and guest satisfaction.
Confidence and decisiveness, with the ability to work independently.
A collaborative and supportive approach in building team cohesion.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and Radisson Blu Hotel, London Marble Arch.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.