Little's Chauffeur Drive
Reservations Manager
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About Little’s Chauffeur Drive
We are Scotland’s largest chauffeur drive operator, with over forty luxury cars on our fleet, and bases in both Edinburgh and Glasgow. From our Headquarters in Glasgow, our experienced reservations team also organise chauffeur-driven cars for our clients across the UK and Worldwide.
Little’s is a second-generation family business, and despite our huge growth over six decades, those traditional values are still at the core of everything we do. We offer a friendly, welcoming, and inclusive workplace, truly value every one of our team, and have a commitment to leaving a lasting legacy for our people and the environment.
Our Values
- We are Tenacious and Resilient: We tackle challenges head-on and persist until we achieve our goals.
- We are Collaborative and Innovative: We work together to find creative solutions and continuously improve our services.
- We are Respectful and Always Do the Right Thing: We operate with integrity and treat everyone with respect.
- We are Loyal: We build lasting relationships with our clients, colleagues, and partners.
- We go the Extra Mile: We strive to exceed expectations in everything we do.
Purpose of the Role
The Reservations Manager is responsible for leading the Reservations and Tours function, ensuring that every client enquiry is handled promptly, accurately and commercially, while maintaining the high standards expected of a premium chauffeur business.
The role combines people management with commercial and service accountability, with ownership of client response times, quotation accuracy, conversion performance and revenue control. The postholder directly manages two Reservations Controllers and two Tours Operatives, setting clear expectations and developing a high-performing, accountable team.
The Reservations Manager will remain close enough to the day-to-day operation to understand demand, support the team when required and handle significant or complex enquiries, while focusing primarily on leading the team and improving the performance of the function.
The role works closely with Service Delivery, Sales and Finance to ensure that what is quoted and promised to clients is commercially appropriate, operationally achievable and ultimately delivered to Little’s standards. The Reservations Manager will ensure relevant sales opportunities and client intelligence are identified and passed to the Sales team, while working with Finance to maintain appropriate pricing, revenue and billing controls.
Key Accountabilities
Lead, Manage and Hold Accountable
- Lead and develop the Reservations and Tours team, establishing clear standards, priorities and individual accountability. Hold regular one-to-ones, monitor performance against agreed KPIs and address underperformance promptly and fairly.
- Create a positive, commercially aware culture where people take ownership of enquiries from initial contact through to confirmation and understand their contribution to the wider performance of the business.
- Plan team resource effectively, managing workloads, annual leave and cross-cover to maintain appropriate service levels across Reservations and Tours.
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Reservations & Client Service
- Take ownership of the quality and responsiveness of the Reservations function, ensuring enquiries and quotations are dealt with promptly, professionally and accurately.
- Maintain high standards of client communication and ensure outstanding enquiries and quotations are appropriately followed up. Act as the management escalation point for complex or sensitive Reservations matters.
Quotation Accuracy & Revenue Control
- Ensure quotations accurately reflect client requirements and appropriate pricing, with effective controls in place to minimise errors, missed charges and revenue leakage.
- Work closely with Finance to ensure accurate charging and billing information, resolve discrepancies and identify recurring issues affecting revenue or margin.
- Use errors and recurring issues to improve processes and develop the team, while maintaining appropriate commercial discipline across both Reservations and Tours.
Conversion & Commercial Performance
- Own and monitor enquiry-to-booking conversion, ensuring opportunities are followed up effectively and understanding why business is won or lost.
- Use performance information to identify opportunities to improve conversion and revenue, coaching the team to combine excellent customer service with sound commercial judgement.
- Ensure potential new business, account development opportunities and relevant client intelligence identified through Reservations and Tours are captured and passed to the Sales team for appropriate follow-up.
Tours
- Lead the Tours Operatives as an integrated part of the wider Reservations function, ensuring complex itineraries and tour enquiries receive the same standards of responsiveness, accuracy, commercial discipline and client care.
- Ensure effective communication between Tours, Reservations and Service Delivery where bookings require additional operational planning.
Cross-Departmental Working
- Build strong working relationships with Service Delivery, Sales and Finance, ensuring information flows effectively between departments and decisions are made with the wider business in mind.
- Ensure operational considerations are understood before commitments are made to clients, commercial opportunities are passed to Sales, and accurate booking and charging information is provided to Finance.
Continuous Improvement
- Use KPIs, customer feedback and operational information to identify opportunities to improve the Reservations and Tours function.
- Continually review processes and ways of working to improve response times, accuracy, efficiency, conversion and the overall client experience.
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Key Measures of Success
Success in the role will be measured through:
- Client response and quotation turnaround times
- Quotation and booking accuracy
- Enquiry-to-booking conversion
- Revenue performance and reduction in avoidable revenue leakage
- Reservations and Tours service standards
- Team productivity, capability and individual performance
- Effective collaboration and information flow between Reservations, Service Delivery, Sales and Finance
- Continuous improvement in the performance of the function
Skills and Experience Required
Essential
- Proven experience managing and developing people within a customer-focused or service-led environment.
- Strong commercial awareness, with experience of managing performance against measurable targets.
- Excellent customer service, communication and relationship-building skills.
- Strong organisation and attention to detail.
- Confidence using KPIs and management information to identify issues and improve performance.
- Comfortable setting high standards, holding people accountable and managing underperformance.
- Able to prioritise and make sound decisions in a fast-moving environment.
Desirable
- Experience within reservations, travel, hospitality, chauffeur drive or another premium service environment.
- Experience of quotation, pricing, conversion or revenue management.
- Experience working with high-value, VIP or international clients.
- Experience managing complex bookings, tours or itineraries.
Personal Attributes
A confident and approachable people manager who sets clear standards and follows through on commitments. Commercially aware, highly organised and naturally focused on both the client experience and the performance of the business.
The successful candidate will be comfortable challenging poor performance, curious about why business is won or lost, and motivated by developing people and improving results. They will be collaborative in their approach and able to move comfortably between immediate client or team issues and longer-term improvement.
Company Benefits
- Salary: £40,000 to £45,000 depending on experience
- Full-time, permanent role
- Christmas Bonus
- Loyalty Holidays
- Buying Extra Annual Leave
- Cycle to Work Scheme
- Holiday entitlement in line with company policy
- Enhanced Sick Pay
- Employee Rate Transfer
- Company Social Events
- Paid Volunteer Time
- Life Assurance
- Company Pension Scheme
To Apply
Send CV and Covering Letter to Catharine Anderson - catharine.anderson@littles.co.uk.
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