Central Services

Operations Supervisor - Central Reservations

Imperial London Hotel Group based at the Commercial Office

40 hours a week (5 days out of 7 days weekly rota)

• Are you passionate about delivering exceptional customer experiences from behind the scenes?
• Do you excel at building strong relationships through clear and professional communication?
• Are you ready to help ensure smooth and efficient operations in the hospitality industry from the comfort of an office setting?

We are seeking a highly dedicated and detail-oriented Reservations Supervisor to join our Reservations Team. In this role, you will be responsible for creating authentic London experiences by supervising all aspects of cluster reservations, ensuring accurate entry of bookings into the PMS System, preparing proforma invoices, monitoring timely deposit payments, and enforcing adherence to payment deadlines. You will also support in training new team members, provide ongoing support for development, and efficiently manage guest inquiries, primarily through email and digital communication channels.

Why Join Us?

Guests at our heart: The Imperial London Family of Hotels puts guests first. As a Reservations Supervisor, you'll be the key contact for our guests before they even arrive, helping to create a positive experience through prompt and professional email communication.

Office-Based Environment

You will be based in our newly refurbished Commercial Office. This is a Call Centre focused role where you'll manage reservations, respond to guest enquiries, and ensure each interaction is handled with care. Your ability to juggle multiple tasks efficiently and communicate effectively via email or telephone will be essential.

Exciting Future

With a legacy spanning 185 years, our family run company is rooted in tradition whilst looking to grow and innovate. We need someone who is excited to contribute to our high standard of guest service through meticulous attention to detail and effective digital communication whilst remaining adaptable to changes in the business.

What we're looking for:

• 2 years experience in central reservations as a Reservations Supervisor in the hotel industry.
• Strong proficiency in managing email correspondence.
• Excellent both verbal and written communication skills.
• A detail-oriented and organised approach, capable of managing multiple reservations and inquiries simultaneously.
• Confidence using computer systems.

Desirable Skills (Not required but a plus)

• Experience with hotel reservation systems (e.g., Opera, Amadeus, or similar).
• Previous experience in a hospitality or travel office environment.
• Multilingual: Proficiency in additional languages is a bonus.

What you'll get in return:

• 28 days holiday, rising to 33 with length of service (including bank holidays).
• Free meals on duty
• Access to ILH Training Academy programmes, apprenticeships and supported study
• Holiday Purchase Scheme
• Complimentary uniform dry cleaning, plus discounted personal dry cleaning
• Interest free Season Ticket Loan
• Team member flat rate and 50% friends and family hotel discount
• 50% discount across ILH F&B outlets
• Local Bloomsbury discounts
• Early Pay access
• Shopping discounts with selected retailers
• Salary sacrifice schemes including nursery care, cycle to work, and technology
• Access to mental health first aiders, wellbeing support and the Employee Assistance Programme

About Us:

With a 185-year legacy, our company combines the stability of a long-standing 7th generation family business with the innovation of a startup. We have big plans for growth, and we need someone who shares our excitement for the future, whilst upholding our core values of positivity, care, collaboration, growth, and pride.

We are the Imperial London Family of Hotels, a family run company aiming to rewrite the traditional hospitality mindset, paving the way for a fresh approach at our 8 hotels and 9 restaurants in Bloomsbury. We believe that great hospitality starts with the right people, and as our Reservations Supervisor, you'll play a crucial role in maintaining smooth operations and high guest satisfaction through your expert communication.

If you're ready to bring your best self to work, please apply today!