RAMONA & The Firehouse
GROUP RESERVATIONS MANAGER
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Location: Manchester
Reporting to: Head of Commercial Sales & Events
The Role
We’re looking for a passionate, commercially driven Group Reservations Manager to join our team and play a key role in driving reservations, sales, and revenue across our venues.
This is a people-focused and commercially minded role where relationships are everything. You’ll be one of the first faces of the business for many of our guests and clients, owning their journey from the initial enquiry through to their experience in venue.
You’ll need to be confident, professional, and naturally great at building relationships, with a genuine passion for hospitality and a strong understanding of what makes our venues and products stand out.
Working across DieCast, Firehouse & Ramona, you’ll be responsible for maximising bookings, converting enquiries, developing new business opportunities, and ensuring we consistently deliver an exceptional guest experience.
What You’ll Be Doing
Sales & Reservations
- Own the group reservations journey from initial enquiry through to booking and guest experience.
- Respond to all enquiries promptly and professionally, with a strong focus on conversion.
- Drive group bookings and revenue across DieCast and Swan Street Firehouse.
- Proactively reach out to new contacts and develop a strong client database.
- Build long-term relationships with corporate clients, local businesses, and key contacts.
- Conduct venue site visits and confidently sell our spaces, products, and experiences.
- Work closely with the wider Sales & Events team to identify and convert new opportunities.
- Attend networking events and actively represent the business within the Manchester market.
- Develop and implement a group reservations strategy for the wider business.
Commercial Performance
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- Take ownership of pre-booked revenue and cover targets.
- Identify opportunities to maximise venue profitability.
- Maintain a proactive approach to achieving and exceeding sales targets.
- Ensure booking policies, pricing, minimum spends, menus, and opening hours are kept up to date.
- Raise contracts and invoices for corporate bookings and ensure payments are received and recorded correctly.
- Monitor booking and financial information to ensure accuracy.
Guest Experience
- Be the face of the business and deliver a warm, professional, and knowledgeable first impression.
- Ensure the guest journey is seamless from enquiry through to their visit.
- Handle guest complaints professionally and ensure they are resolved within 24 hours.
- Maintain a strong understanding of our venues, menus, products, offers, and upcoming events.
- Consistently look for ways to exceed guest expectations.
Leadership & Team Development
- Lead by example and create a positive, motivated, and high-performing reservations team.
- Provide regular feedback, coaching, and support to improve team performance.
- Ensure the team is fully briefed on upcoming events, promotions, and product changes.
- Support the development and progression of team members through regular 1-2-1s and training.
- Create a culture of accountability, honesty, feedback, and continuous improvement.
- Delegate effectively and give team members opportunities to grow.
- Work closely with management and the wider events team to continuously improve the commercial performance of the business.
What We’re Looking For
We’re looking for someone who is:
- Commercially driven with a natural passion for sales and achieving targets.
- A confident and natural relationship builder.
- Passionate about hospitality and creating exceptional guest experiences.
- Highly organised with excellent attention to detail.
- Confident communicating with both guests and corporate clients.
- Comfortable working towards ambitious KPIs and revenue targets.
- Proactive in generating new business rather than simply waiting for enquiries.
- A strong team player who can work collaboratively across Sales, Events, and Operations.
- A confident leader who can motivate, coach, and develop others.
- Knowledgeable about the Manchester hospitality and events market, or keen to build that knowledge.
- Professional, energetic, and passionate about representing the brand.
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Most importantly, you’ll take ownership. We want someone who treats the business as their own, spots opportunities, challenges the status quo, and is hungry to grow both themselves and the business.
Your KPIs
Success in the role will be measured against clear commercial and guest experience targets, including:
- 95%+ inbound call completion
- 70%+ enquiry-to-booking conversion
- All enquiries responded to within 24 hours
- Pre-booked revenue targets achieved
- Daily cover targets achieved across venues
- 90%+ average NPS
- Development of a core client database of 100+ contacts
- Creation and delivery of a wider group reservations strategy
Why Join Us?
This is a fantastic opportunity to join a fast-paced, ambitious hospitality and events business where you’ll have a genuine opportunity to make an impact.
You’ll play a key role in growing our reservations and commercial strategy across three of Manchester’s most exciting venues, working alongside Sales, Events, Marketing, and Operations to deliver exceptional experiences and drive meaningful revenue growth.
If you’re commercially hungry, passionate about hospitality, and brilliant with people, we’d love to hear from you.
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