Reservations Manager

Waldorf Astoria London - Admiralty Arch is seeking a Reservations Manager to join the pre-opening team for this highly anticipated new luxury hotel opening later this year.

This is a unique opportunity for an experienced luxury hospitality leader to join the founding team and help shape the guest experience at this landmark hotel.

Located at the end of The Mall opposite Buckingham Palace, Waldorf Astoria London – Admiralty Arch will feature 100 elegant rooms and suites and 17,500 sqft of private residences. The hotel will open with two signature restaurants - Coreus by Clare Smyth and Café Boulud by Daniel Boulud - bringing together two of the world’s most celebrated Michelin-starred chefs. Guests will also enjoy a world-class spa, state-of-the-art fitness facilities, and a collection of grand event spaces, including a ballroom for up to 320 guests.

Waldorf Astoria Hotels & Resorts is Hilton’s flagship luxury brand, known for its timeless elegance, iconic properties, and sincerely elevated service that delivers bespoke, once‑in‑a‑lifetime experiences in the world’s most sought‑after destinations.

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025

Proudly voted by our Team Members

A World of Rewards

• Complimentary, nourishing meals provided while on duty
• Exceptional development programmes, designed to support and accelerate your growth at every stage
• Opportunities to make a meaningful impact through our industry‑leading Corporate Responsibility initiatives
• Team Member Travel Programme, offering exclusive discounted stays and 50% off food & beverage
• High street savings through Perks at Work
• 28 days’ holiday, including bank holidays, rising to 33 days with length of service
  
  
  

What will I be doing?

We are looking for hospitality professionals who are passionate about delivering an exceptional five star guest experience, consistently upholding the world class service standards recognised by Forbes.

The Reservations Manager oversees the hotel’s booking operations, ensuring a seamless and personalised guest experience from inquiry to arrival. This role is pivotal in maximizing room revenue, maintaining rate integrity and accuracy, and coordinating with sales, revenue, and front office teams.

Operational Oversight:

• Manage daily operations of the reservations department, ensuring smooth and efficient booking processes.
• Supervise and support the reservations team, including training, performance reviews, and professional development.
• Ensure accurate data entry and maintenance of guest profiles, rate codes, and booking details in systems.
  
  
  

Revenue & Inventory Management / Distribution channels:

• Collaborate with the Revenue Manager to maximize room revenue and occupancy through strategic pricing and inventory control with a focus on Suites, connecting Suites/Rooms, and virtual room types.
• Understand the competitive marketplace and implement approaches to ensure the hotel stays ahead in the local market
• Implement upselling and cross-selling initiatives to boost revenue.
• Monitor and manage free sale and contracted inventory, ensuring availability aligns with demand.
• Maintain relationships with OTAs, GDS, and other distribution partners, ensuring rate parity and optimal visibility.
• Regularly audit and update online booking platforms to reflect current pricing and availability.
• Ensure contractual rate agreements are correctly loaded and maintained.
  
  
  

Reporting:

• Follow Hilton procedures and standards for rate checks, commission payments, reporting.
• Ensure compliance with hotel policies, data protection regulations, and brand standards.
• Maintain records of daily pickups, cancellations, no-shows, and amendments.
• Assist in budgeting, forecasting, and performance tracking for the reservations department.
  
  
  

Guest Experience & Collaboration:

• Collaborate with Sales, Marketing, and Front Office teams to ensure a seamless, Forbes‑level guest experience from booking to arrival.
• Handle VIP and special requests, ensuring personalized service, discretion and attention to detail.

Resolve booking issues and discrepancies with a customer-first approach.

Conduct quality assurance checks to maintain high service standards.

What are we looking for?

A Reservations Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous experience with reservations in the hotel/leisure sector.
• Deep understanding of 5‑star service expectations
• Ability to communicate clearly with international clients and agents
• Experience managing consortia, and luxury agencies
• Strong leadership skills to effectively manage and motivate a high-performing team positioned to exceed targets.
• Strong analytical skills to understand key business indicators and competitive trends and develop approaches to these challenges.
• Excellent selling capabilities and the ability and desire to coach selling techniques to Team Members
• Excellent organisation and planning skills
• Accountable and resilient
• Flexibility to respond to a range of different work situations
  
  
  

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Knowledge of the hotel property management systems.
• Previous experience in the same or similar role.
• Relevant degree, in a business discipline, from an academic institution.
  
  
  

Work Locations

Waldorf Astoria Admiralty Arch London

Schedule

Full-time

Brand

Waldorf Astoria Hotels & Resorts

Job

Call Center and Reservations