Holiday Inn London - Brentford Lock
Cluster Groups & Reservations Supervisor
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✨ We're Hiring: Cluster Groups & Reservations Supervisor | Holiday Inn London Brentford Lock
Imagine being at the heart of our Reservations team, building strong client relationships and helping turn enquiries into memorable stays across two of our London hotels…
From the moment an enquiry comes in through to the final booking, you'll help create a seamless experience for our clients while identifying opportunities to maximise revenue and deliver exceptional guest experiences.
As our Cluster Groups & Reservations Supervisor, you'll play a key role in supporting our group business across Holiday Inn London Brentford Lock and Four Points Flex – Euston, working closely with our Sales and Revenue teams to convert enquiries, maximise room revenue and build lasting client relationships.
You'll also support and supervise our Reservations Agents, working closely with teams across the hotels to ensure every reservation is handled accurately, guest requests are communicated effectively and our standards are consistently delivered.
If you're commercially minded, organised, passionate about hospitality and enjoy building strong relationships with clients and colleagues, we'd love to hear from you.
🏨 About Holiday Inn London Brentford Lock
Nestled alongside the scenic waterways of the Grand Union Canal, Holiday Inn London Brentford Lock is a four-star hotel offering 134 bedrooms and six modern meeting rooms.
The hotel is easily accessible by public transport, with Brentford train station approximately a 10-minute walk away.
With employee engagement above 89%, you'll be joining a team where our people play a huge part in our success and where great relationships are at the heart of what we do.
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🔍 The Role
You'll:
- Support individual and group reservation strategies across the cluster.
- Build strong and lasting relationships with clients through telephone, email and in-person contact.
- Work closely with the Hotel Sales Manager and Regional Revenue Manager to maximise room revenue and sales opportunities.
- Convert enquiries into confirmed bookings and identify opportunities to upsell services.
- Proactively seek client feedback and sales leads to support continuous improvement and commercial performance.
- Support and supervise Reservations Agents, ensuring required tasks are completed and colleagues receive support where needed.
- Work collaboratively with Housekeeping, Front Office and other hotel departments to ensure a coordinated approach to reservations.
- Ensure guest requests, preferences and history are communicated accurately and in a timely manner.
- Carry out quality checks on reservations to help ensure a smooth guest experience.
- Prepare weekly and monthly reservations and revenue reports as required.
- Ensure calls and emails are handled professionally, with IHG One Rewards and Marriott Bonvoy members appropriately recognised.
- Support Front Office when required.
👤 About You
You'll bring:
- Previous experience in hotel reservations, front office, sales or a similar hospitality environment.
- Strong relationship-building and communication skills, with confidence dealing with clients by phone, email and in person.
- A commercial mindset and the ability to identify opportunities to maximise revenue.
- Excellent organisation and attention to detail, with the ability to manage multiple priorities.
- A proactive approach and the confidence to take ownership and use your initiative.
- The ability to support, guide and work collaboratively with colleagues.
- A genuine passion for delivering exceptional guest and client experiences.
- The ability to remain calm, professional and solutions-focused in a busy hotel environment.
- Good understanding of reservations processes and the importance of accurate guest information and communication.
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💜 Why You'll Love Working With Us
- Join a welcoming and high-performing hotel team with employee engagement above 89%.
- Develop your career within a growing, family-owned hospitality group.
- Work across two hotels and gain valuable cluster experience.
- Access excellent learning and development opportunities.
- Enjoy fantastic team member benefits, including hotel stays, food and beverage discounts, wellbeing support, salary sacrifice car scheme, Stream financial wellbeing and much more.
Ready to build relationships, maximise opportunities and help create extraordinary guest experiences?
Apply today and become part of the Holiday Inn London Brentford Lock team.
Splendid Hospitality Group is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment where everyone can thrive.
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