Reservations Team Leader

40 hours per week

glh Reservations Sales Centre

glh stands for great london hospitality - Our ambition is to become the world's best-managed hospitality company, delivering the best guest-centred experience in the industry. We aim to recruit and develop wonderful people who are able to deliver memorable moments to our guests.

The Role

To be responsible for driving and delivering a best in class reservations booking experience ensuring sales and revenue opportunities are maximised inline with budgeted targets, whilst exceeding customer expectations.

To live and breathe the company and department mission, vision and values ensuring each guest receives incredible service at all stages of the booking journey.


Key Duties and Responsibilities

  • To be accountable for the shift management in terms of workload and task allocation
  • To be the leader in managing the total customer journey within the reservations process, handling from initial enquiry through to booking confirmation / payment inline with company SOP
  • To take responsibility for reviewing daily reports, highlighting key results and celebrating successes with the team
  • To support the Team Manager in driving a sales and people focused culture
  • To be a leader of risk taking, ensuring the risk is calculated and supported with clear decision making skills
  • To ensure completion of daily/weekly/monthly checklist ensuring handover between Shifts and cross over of colleagues is a seamless transition
  • To step up in the absence of the Team Manager


  • To lead the expectations for the skills and techniques required in the handling of enquiries from various sources including Web Chat, Email, Web Enquiries & Phone, ensuring regular coaching of team members to achieve this
  • To confidently recognise and deliver the style and approach required in the handling of both direct and agency enquiries
  • To be proficient at capturing the key information required during the enquiry handling process, through the use of excellent questioning techniques, ensuring that we have a good understanding of the customer requirements and personal preferences
  • To recognise and implement support tools for the handling of obstacles and negotiation within room sales, ensuring the teams are equipped to provide suggestive / persuasive solutions to maximise all opportunities
  • To demonstrate advanced property product knowledge in both Hotel Inventory; features, facilities as well as the local Hotel area; transport links and local attractions etc
  • To enhance the customer experience and act as a go to expert in confidently upselling on both room types and packages
  • To take responsibility and demonstrate the importance for tracking of call volumes, lead sources and marketing promotions, ensuring this is monitored closely with regular feedback provided
  • To work closely with on property and to embed great relationships both with Revenue Management and Front Office
  • To possess good understanding of the portfolio of customers with corporate rate codes in place ensuring a high delivery of service is offered from the team
  • To understand and impart room booking policies, ensuring accurate Information is presented to the customer e.g Cancellation policies etc
  • To drive engagement in the use of selling the company membership scheme through confidently promoting the associated features and benefits


  • To ensure ownership and familiarity with the group credit policy ensuring no risk to the business through incorrect credit being offered
  • To ensure all reservations are entered and tracked inline with company SOP to enable clear visibility on demand and in order to support revenue strategies
  • To support and drive the pricing / yielding applied to accommodation bookings, and be able to articulate this to customers
  • To ensure daily reports are reviewed to give confidence to booking entry standards so not to affect rate management / forecasting tools
  • To ensure management representation at FAM Trips and/or industry and client facing events
  • To collaborate and communicate with counterparts within other teams to ensure department efficiencies are executed well and maximise future business opportunities
  • To personally ensure self management of calls offered ensuring telephone handling targets are delivered through efficient time management, striving for zero tolerance on abandoned calls
  • To own and communicate the group Terms & Conditions relating to Reservations, Groups, Meetings & Events
  • To take responsibility for ensuring all reservations are tracked inline with company SOP, ensuring that booking integrity supports group forecasting requirements
  • To remain up to date with rota scheduling to support effective shift management and flag any concerns/issues to the Team Manager / Operations Manager
  • To be accountable for the management and prioritisation of workloads to ensure tasks are completed, whilst working collaboratively with counterparts across teams as required
  • To act as a designated property champion for a single or cluster of properties ensuring the minimum standard responsibilities are adhered to in line with company SOP
  • To regularly attend FAM trips to the properties in order to maintain strong product knowledge and talk knowledgeably with guests
  • To be the expert at providing local property knowledge, ranging from Geographical Location, Local Attractions, Food & Beverage Offerings, Transport Links, room types, property facilities, bedroom policies etc
  • To be actively aware and take ownership for reviewing all Room & Revenue related data/reports to remain up to date with team performance and budget
  • To manage and prioritize workloads to ensure tasks are completed, ensuring to engage with both colleagues and Team Manager’s for support where required


  • To be the expert and driver of the handling of reservation enquiries to company standard and to regularly engage in both live and recorded call quality assessments as supported and measured inline with Mystery Shopper schemes
  • To ensure company enquiry handling targets are hit consistently inline with the expected standards measured through the mystery shopper tools
  • To ensure accuracy in contractual documentation sent to clients
  • To support in the completion of team member quality audits with the Team Manager and to consistently perform a self-audit monthly on own performance
  • To act as a support network to the team manager’s in identifying best practice and processes and feeding new ideas to be reviewed and implemented
  • To act as first level response to complaints received into the RSC. Ensuring these are logged in line with the complaint handling SOP.
  • To support in the coaching and development of team members whilst on shift through 1:1 support, live listening and shadowing


  • To support and coach team product knowledge in order to reduce denied reservations through effective cross exposure of portfolio to customers, demonstrating sound knowledge of location in order to convert the reservation
  • To regularly identify team training needs and feed into Team Manager / Training Manager(s)
  • To support the Team Manager in the monthly hosting of team meetings focused on key business performance updates and driving future performance

What we look for

  • Highly Guest Focussed with a passion for great service and a drive for guest satisfaction
  • Comfortable in a font line role facing the public
  • Empathetic and able to build relationships
  • An open personality who is relaxed and natural in their interactions
  • Accurate with good attention to detail
  • Able to create a positive first impression and be an ambassador for the brand and glh
  • Can demonstrate commercial awareness within the context of their role

What's in it for you?

  • Competitive starting salary and Holiday entitlement
  • Discounted hotel rates for yourself and your family across the Guoman and Thistle group
  • A huge range of online benefits which allows you to claim discounts and cash back with thousands of different retailers and service providers
  • The opportunity to work within an organisation committed to personal and career development
  • Pension and Healthcare schemes
  • Uniform (where applicable) and meals on duty