Central Reservations Manager: The Role:

We are looking for a dynamic and results-driven Central Reservations Manager to develop a new function for the business to support our teams at site level with enquiry management.

As the Central Reservations Manager at Heartwood Collection, you will be responsible for ensuring a seamless and efficient booking experience for our guests across Heartwood Inns (including our Pubs with Rooms) and Brasserie Blanc. You will support in driving revenue, room occupancy and bookings for key seasonal events (e.g. Christmas). 

The role will be based at our Head Office in Teddington, Middlesex, conveniently located right next to the train station. 

Central Reservations Manager: Key Areas of Responsibility

• Manage all incoming reservations, modifications, and cancellations across all Heartwood Collection properties.
•  Lead, motivate, and develop a high-performing reservations team to support our teams at site level with an overarching aim to increase sales and conversions.
•  Oversee the daily operations of the central reservations team, ensuring accuracy, efficiency, and a high standard of service delivery.
•  Ensure a professional and rapid response to all enquiries by developing central Key Performance Indicators (KPIs) for enquiry management.
• Overarching responsibility for leading bookings on key days, events and seasons.

 Rooms:

• Manage group booking enquiries from start to finish including the sharing of rates, negotiations, booking setup, payments, follow ups and amendments across all booking sites.
• Ensure all bookings trackers are accurately recorded and well maintained.
• Oversee inboxes for each of the ‘Pub with Rooms’ sites (including New Site Openings).
• Provide ongoing training, support, and coaching to team members at site to enhance their use of systems and local enquiry management.
• Manage ‘Request for Pricing (RFP)’ processes on an annual basis for all key accounts.
• Build relationships with new and existing clients by actively following up enquiries and passing on any warm leads to maximise client retention and revenue.
•  Monitor booking profiles and pass on any warm leads.
• Maintain strong communication with other departments (front desk, housekeeping, sales, etc.) to ensure smooth guest arrivals and stays.
•  Collaborate with the revenue management team to maximize room occupancy and optimize pricing strategies. As well as driving direct bookings versus 3rd party bookings where possible.

Pubs & Brasseries:

• Act as the first line of support for all Zonal ‘Tables’ queries and support a transition from Creventa sites to a single platform.
• Manage our relationship with Virgin Experience to ensure strong bookings levels through their platform.
• Monitor and evaluate the effectiveness of reservation systems, making recommendations for system improvements as needed.
• Analyse guest data and reservation patterns to identify opportunities for improvements and efficiencies in the reservation process.
• Work cross-functionally with the marketing, sales, and operations teams to drive initiatives aimed at increasing direct bookings and guest loyalty.

Central Reservations Manager: The Ideal Candidate

• Minimum of 3 years of experience in reservations or front-office management within the hospitality industry.
• Strong understanding of reservation systems (e.g. reservations management software, property management systems).
• Proven experience in guest facing roles. 
• Strong leadership, interpersonal, and communication skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Detail-oriented with a focus on accuracy and efficiency.
• Experience managing and developing high-performing teams.

Central Reservations Manager: What’s in it for you

• Competitive salary 
• Head Office Bonus ( up to 10% of salary ) 
• The Pantry – 100’s of retailers and experience discounts through Reward Gateway
• 50% off food in all Heartwood Collection 
• Friends and Family discount of 20% off food at any White Brasserie or Brasserie Blanc
• Enhanced Maternity & Paternity package 
• 25 days of holiday plus bank holidays
• Additional holiday- option to buy an extra 5 days holiday per year 
• Refer a Friend Bonus up to £1500
• Discounted company gift cards 
• A thoughtful gift to celebrate your birthday
• Employee Assistance Program with Hospitality Action
• Cycle to Work Scheme 
• Company pension 
• Instant access to pay you have already earned through EarlyPay

Company Overview 

The Heartwood Collection currently has over 40 locations, including Brasserie Blanc restaurants and our lovely Heartwood Inn pubs, many of which now feature beautiful boutique bedrooms. We are aiming to grow to 61 sites by 2027, which could add up to 500 bedrooms over the next four years.

Heartwood Collection is a multi award-winning hospitality group:

Central Reservations Manager: The Role:

We are looking for a dynamic and results-driven Central Reservations Manager to develop a new function for the business to support our teams at site level with enquiry management.

As the Central Reservations Manager at Heartwood Collection, you will be responsible for ensuring a seamless and efficient booking experience for our guests across Heartwood Inns (including our Pubs with Rooms) and Brasserie Blanc. You will support in driving revenue, room occupancy and bookings for key seasonal events (e.g. Christmas). 

The role will be based at our Head Office in Teddington, Middlesex, conveniently located right next to the train station. 

Central Reservations Manager: Key Areas of Responsibility

• Manage all incoming reservations, modifications, and cancellations across all Heartwood Collection properties.
•  Lead, motivate, and develop a high-performing reservations team to support our teams at site level with an overarching aim to increase sales and conversions.
•  Oversee the daily operations of the central reservations team, ensuring accuracy, efficiency, and a high standard of service delivery.
•  Ensure a professional and rapid response to all enquiries by developing central Key Performance Indicators (KPIs) for enquiry management.
• Overarching responsibility for leading bookings on key days, events and seasons.

 Rooms:

• Manage group booking enquiries from start to finish including the sharing of rates, negotiations, booking setup, payments, follow ups and amendments across all booking sites.
• Ensure all bookings trackers are accurately recorded and well maintained.
• Oversee inboxes for each of the ‘Pub with Rooms’ sites (including New Site Openings).
• Provide ongoing training, support, and coaching to team members at site to enhance their use of systems and local enquiry management.
• Manage ‘Request for Pricing (RFP)’ processes on an annual basis for all key accounts.
• Build relationships with new and existing clients by actively following up enquiries and passing on any warm leads to maximise client retention and revenue.
•  Monitor booking profiles and pass on any warm leads.
• Maintain strong communication with other departments (front desk, housekeeping, sales, etc.) to ensure smooth guest arrivals and stays.
•  Collaborate with the revenue management team to maximize room occupancy and optimize pricing strategies. As well as driving direct bookings versus 3rd party bookings where possible.

Pubs & Brasseries:

• Act as the first line of support for all Zonal ‘Tables’ queries and support a transition from Creventa sites to a single platform.
• Manage our relationship with Virgin Experience to ensure strong bookings levels through their platform.
• Monitor and evaluate the effectiveness of reservation systems, making recommendations for system improvements as needed.
• Analyse guest data and reservation patterns to identify opportunities for improvements and efficiencies in the reservation process.
• Work cross-functionally with the marketing, sales, and operations teams to drive initiatives aimed at increasing direct bookings and guest loyalty.

Central Reservations Manager: The Ideal Candidate

• Minimum of 3 years of experience in reservations or front-office management within the hospitality industry.
• Strong understanding of reservation systems (e.g. reservations management software, property management systems).
• Proven experience in guest facing roles. 
• Strong leadership, interpersonal, and communication skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Detail-oriented with a focus on accuracy and efficiency.
• Experience managing and developing high-performing teams.

Central Reservations Manager: What’s in it for you

• Competitive salary 
• Head Office Bonus ( up to 10% of salary ) 
• The Pantry – 100’s of retailers and experience discounts through Reward Gateway
• 50% off food in all Heartwood Collection 
• Friends and Family discount of 20% off food at any White Brasserie or Brasserie Blanc
• Enhanced Maternity & Paternity package 
• 25 days of holiday plus bank holidays
• Additional holiday- option to buy an extra 5 days holiday per year 
• Refer a Friend Bonus up to £1500
• Discounted company gift cards 
• A thoughtful gift to celebrate your birthday
• Employee Assistance Program with Hospitality Action
• Cycle to Work Scheme 
• Company pension 
• Instant access to pay you have already earned through EarlyPay

Company Overview 

The Heartwood Collection currently has over 40 locations, including Brasserie Blanc restaurants and our lovely Heartwood Inn pubs, many of which now feature beautiful boutique bedrooms. We are aiming to grow to 61 sites by 2027, which could add up to 500 bedrooms over the next four years.

Heartwood Collection is a multi award-winning hospitality group: