Sutton Hotel Collection
Reservations Supervisor
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Reservations Supervisor
Reservations Supervisor – Fixed-Term 1-Year Contract
Who We Are
The Sutton Hotel Collection is part of Sir Richard Sutton Ltd, a family-owned business where our people are our family. We recognise the investment our team makes in us, and in return, we provide exceptional learning opportunities and best-in-class benefits.
We create environments where teams feel supported, trusted, and proud—empowering growth within an organisation committed to excellence, people development, and building a lasting legacy.
The Opportunity
We are seeking a capable and service-focused Reservations Supervisor to support the Central Reservations Department, ensuring smooth daily operations across our multi-property collection.
This hands-on, team-leading role is ideal for someone who thrives on problem-solving, coaching, and delivering exceptional guest experiences—balancing operational support, revenue performance, and team development.
What You’ll Be Doing
- Supervise daily operations—ensuring all enquiries are handled promptly, professionally, and in line with SRSL standards, maintaining reservation accuracy and response quality.
- Act as first point of contact—addressing team queries and escalating operational or performance matters as needed.
- Manage staffing and workflows—support rota planning, absence cover, daily task allocation, and response time targets.
- Coach and develop staff—provide on-the-job training, feedback, and mentorship for new and existing team members.
- Resolve complex guest issues—handle escalated customer queries and complaints with clarity, empathy, and resolution.
- Monitor performance metrics—review call quality, email handling, reservation accuracy, and team productivity to identify improvements.
- Drive revenue and conversion—through upselling, sales initiatives, and streamlined booking processes.
- Collaborate across departments—maintain strong working relationships with hotel teams, Reception, Sales, and F&B to ensure seamless guest transitions and accurate communication.
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Who We’re Looking For
Essential
- Proven experience in a reservations or front office role, ideally in a multi-property hotel environment.
- Strong customer service and communication skills, with a professional, attentive, and supportive approach.
- Experience coaching, supervising, or managing teams in a service-driven setting.
- Excellent attention to detail, particularly when managing customer data, bookings, deposits, and financial transactions.
- Confidence using hotel management systems such as Infor, ResDiary, Duetto, or SynXis, or similar tools.
- Commercial awareness, with a basic understanding of revenue management, upselling, and guest retention principles.
- Organisational and prioritisation skills, able to adapt to changing business demands efficiently.
- A collaborative mindset, with the confidence to lead by example.
Nice to Have
- Experience in hospitality service recovery or escalation handling.
- Familiarity with performance measurement tools (e.g. call centre metrics, CRM tracking).
- Reviews would be welcomed!
Note: This role is a fixed-term 1-year contract to provide maternity cover in our Central Reservations Department.
Why Join Us?
At Sir Richard Sutton Ltd, you’ll join a supportive, values-driven team that prioritises learning, development, and wellbeing. Here’s what we offer:
Key Benefits
- Free and discounted hotel breaks—Your first choice of a 1- or 2-night stay at any Sutton Hotel Collection property during your time with us, plus discounted rates for family and friends.
- Heka platform access—Your day-one benefit includes a £150 credit towards wellness, health cash plans (including dental/vision), gym memberships, and experiences.
- Salary sacrifice schemes—Cycle-to-work, technology, and electric vehicle leasing (terms apply).
- Enhanced family leave:
- Maternity: 26 weeks at 90% pay.
- Paternity: 4 weeks at 90% pay.
- Loyalty rewards—Annual social & celebration events.
- Learning & Development—Access to training programs, credentials, and growth opportunities.
- Wisdom Wellbeing—Confidential CBT therapy, mental health support, and dedicated advice (coverage endorsed by NHS-approved providers).
- Subsidised learning courses—We actively invest in your developments, diplomas, and personal aspirations.
- Basic but valued perks:
- Free, nutritious meals on duty.
- Complimentary on-site parking (where available).
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Our Values
Driving our culture are four core values, which guide everything we do:
- Purposeful – We act with intention and meaning.
- Excellent – We aim for the best, for our guests and our teams.
- Able – We empower ourselves and each other to grow.
- Knowledgeable – We learn continuously, sharing insights to thrive.
Diversity, Equity & Inclusion (DE&I)
We celebrate diverse backgrounds and experiences. If you require adjustments during recruitment (e.g. accommodation, flexible interviews), please let us know—we’re here to support you.
Our ESG Commitment
At SRSL, we’re committed to sustainable operations. Every colleague contributes to creating long-term environmental and social impact through initiatives like:
- Carbon reductions
- Ethical sourcing
- Global charity welfare programs
Right to Work
We kindly ask for proof of UK right-to-work status as part of this process.
#NoBarriers #FamilyCulture #Stayshuman
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