Are you an experienced hotel reservations leader with a passion for driving revenue, developing high-performing teams, and delivering exceptional guest experiences?
The Johnstown Estate is seeking a Cluster Reservations Manager to lead the reservations function for both The Johnstown Estate and Trim Castle Hotel. This is an exciting opportunity to play a key role in the commercial success of two leading hospitality destinations while being based full-time at The Johnstown Estate.
About Us
At The Johnstown Estate and Trim Castle Hotel, we are renowned for our warm, authentic hospitality and our commitment to creating memorable guest experiences. Everything we do is guided by our core values of Passion, Customer Focus, Teamwork, and Integrity.
We believe our people are at the heart of our success. That's why we invest in training, development, and creating an environment where our teams can grow, succeed, and build rewarding careers.
The Role
As Cluster Reservations Manager, you will oversee the day-to-day reservations operation across both hotels, ensuring exceptional service delivery, strong commercial performance, and efficient operational processes.
Leading a dedicated reservations team, including Supervisors and Team Leads, you will be responsible for driving booking conversion, maximising occupancy and revenue, and ensuring every guest interaction reflects the high standards of both properties.
Working closely with Revenue, Sales, Front Office and senior management teams, you will play a vital role in achieving business objectives while delivering an outstanding customer experience from the very first point of contact.
Key Responsibilities
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Lead and manage the reservations operation for The Johnstown Estate and Trim Castle Hotel.
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Inspire, coach and develop a high-performing reservations team, including Supervisors and Team Leads.
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Monitor team performance, booking conversion, occupancy levels and revenue metrics, implementing strategies to optimise results.
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Ensure all reservations procedures and standards are consistently followed across both hotels.
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Work collaboratively with Revenue, Sales, Marketing and Front Office teams to maximise room inventory and commercial opportunities.
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Handle complex guest enquiries and escalated issues with professionalism and care.
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Produce regular reports, forecasts and operational insights to support business planning.
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Continuously review and improve reservations processes to enhance efficiency and guest satisfaction.
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Ensure the team delivers exceptional customer service while maintaining accuracy and attention to detail.
About You
We're looking for a motivated and commercially minded hospitality professional who enjoys leading teams and delivering results.
You will have:
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Proven experience managing hotel reservations within a busy hospitality environment.
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Strong leadership experience with the ability to coach, motivate and develop teams.
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Excellent knowledge of OPERA PMS, reservations systems and revenue management principles.
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A strong understanding of occupancy management, forecasting and booking conversion.
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Outstanding communication, organisational and problem-solving skills.
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A proactive, customer-focused approach with a commitment to delivering exceptional guest experiences.
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The ability to work effectively in a fast-paced, multi-property environment while maintaining exceptional attention to detail.
What We Offer
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A full-time, permanent position based on-site at The Johnstown Estate.
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The opportunity to lead reservations across two well-established and respected hotel properties.
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Ongoing training and professional development.
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Career progression opportunities within a growing hospitality group.
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A supportive team environment where your ideas and contributions are valued.
If you're ready to take the next step in your hospitality career and make a real impact across two exceptional hotels, we'd love to hear from you.
