Sales Team Leader - Central Reservations

Location: Moreton-in-Marsh

About Us

At Barons Eden, we are a collection of award-winning spa and hotel destinations, committed to delivering exceptional experiences. Our mission is to treat every guest as a friend of the family, creating positive and memorable moments during their stay. We value individuality, flair, and operational excellence, fostering a close-knit team that champions passion and positivity.

About the Role

We are looking for a commercially driven Sales Team Leader to lead a team of Reservations Agents, with a clear focus on maximising conversion, revenue, and sales performance. 

In this role, you will take ownership of your team’s sales results, coaching agents to deliver high conversion rates, identify upselling opportunities, and consistently achieve revenue targets while maintaining an excellent guest experience. 

Key Responsibilities 

Driving Sales Performance 

• Owning your team’s delivery against sales KPIs (conversion rate, revenue, average booking value) 
• Monitoring live sales performance and take proactive action to improve results 
• Identifying missed opportunities and implement immediate corrective actions 
• Ensuring consistent achievement of individual and team sales targets 

Leading & Managing Your Team 

• Directing line management of a team of Reservations Agents (6+) 
• Setting clear daily and weekly sales expectations 
• Holding regular 1:1s focused on performance and development 
• Managing underperformance with structured improvement plans 
• Building a high-energy, target-driven team culture  

Sales Coaching & Quality 

• Conducting regular call listening with a focus on sales technique and conversion 
• Coaching agents on objection handling, upselling, and closing techniques 
• Reinforcing best practice sales behaviours and scripts 
• Ensuring all interactions align with brand standards 

Operational Control 

• Overseeing daily workflow to maximise sales opportunities 
• Ensuring calls are being answered within target. 
• Ensuring strong response times to inbound enquiries 
• Managing rota adherence to ensure optimal sales coverage 
• Acting as first-line escalation for complex booking scenarios 

Supporting Commercial Strategy 

• Supporting implementation of promotions, campaigns, and sales initiatives 
• Providing feedback on customer trends and booking behaviours 
• Identifying opportunities to increase revenue and conversion across the team 

What Success Looks Like 

• High and consistent team conversion rates 
• Excellent revenue delivery vs targets 
• Improved sales capability across all agents 
• A motivated, target-driven team environment 

Required Skills & Experience

• Have proven experience in a sales leadership, reservations leadership, or contact centre supervisory role
• Have an excellent track record of achieving and exceeding sales and revenue targets
• Have experience managing KPIs such as conversion, average booking value, and revenue performance
• Have excellent coaching and people development skills, with the ability to motivate high-performing teams
• Be confident in conducting performance reviews, 1:1s, and managing underperformance effectively
• Have excellent sales techniques including objection handling, upselling, and closing skills
• Have the ability to analyse sales data and identify opportunities to improve performance
• Be highly organised with the ability to manage workloads, rotas, and operational priorities in a fast-paced environment
• Have excellent communication and interpersonal skills
• Have excellent customer service focus with a passion for delivering exceptional guest experiences
• Be confident using reservation systems, CRM systems, and Microsoft Office applications
• Be positive, resilient, and target-driven mindset
• Have experience within hospitality, hotels, spa, leisure, or travel industries is highly desirable

Personal Attributes

• Be commercially minded and results focused
• Be energetic and inspirational leader
• Be professional and approachable
• Be proactive problem solver
• Have the ability to remain calm under pressure and lead by example
• Be passionate about developing people and driving team success

Additional Information

• Full-Time position, working 5 out of 7 days per week
• 3 week rolling rota - 1 in 3 weekends
• 40 hours per week
• £32,000.00

Benefits

• Competitive salary
• Complimentary Spa Day on work anniversaries at any of our company spas
• Coffee, tea and snacks from our kitchen
• Access to the Employee Assistance Program
• 30% discount on overnight stays and spa days
• Discounts on food, drink and retail across our venues
• Pension scheme
• Free Parking
• Refer-a-Friend scheme
• Excellent Induction and training programme
• Perkbox Online benefits and discounts
• On-line Doctor support (appointments/prescriptions)
• A fun, supportive and inclusive work environment with loads of development opportunities

Sales Team Leader - Central Reservations

Location: Moreton-in-Marsh

About Us

At Barons Eden, we are a collection of award-winning spa and hotel destinations, committed to delivering exceptional experiences. Our mission is to treat every guest as a friend of the family, creating positive and memorable moments during their stay. We value individuality, flair, and operational excellence, fostering a close-knit team that champions passion and positivity.

About the Role

We are looking for a commercially driven Sales Team Leader to lead a team of Reservations Agents, with a clear focus on maximising conversion, revenue, and sales performance. 

In this role, you will take ownership of your team’s sales results, coaching agents to deliver high conversion rates, identify upselling opportunities, and consistently achieve revenue targets while maintaining an excellent guest experience. 

Key Responsibilities 

Driving Sales Performance 

• Owning your team’s delivery against sales KPIs (conversion rate, revenue, average booking value) 
• Monitoring live sales performance and take proactive action to improve results 
• Identifying missed opportunities and implement immediate corrective actions 
• Ensuring consistent achievement of individual and team sales targets 

Leading & Managing Your Team 

• Directing line management of a team of Reservations Agents (6+) 
• Setting clear daily and weekly sales expectations 
• Holding regular 1:1s focused on performance and development 
• Managing underperformance with structured improvement plans 
• Building a high-energy, target-driven team culture  

Sales Coaching & Quality 

• Conducting regular call listening with a focus on sales technique and conversion 
• Coaching agents on objection handling, upselling, and closing techniques 
• Reinforcing best practice sales behaviours and scripts 
• Ensuring all interactions align with brand standards 

Operational Control 

• Overseeing daily workflow to maximise sales opportunities 
• Ensuring calls are being answered within target. 
• Ensuring strong response times to inbound enquiries 
• Managing rota adherence to ensure optimal sales coverage 
• Acting as first-line escalation for complex booking scenarios 

Supporting Commercial Strategy 

• Supporting implementation of promotions, campaigns, and sales initiatives 
• Providing feedback on customer trends and booking behaviours 
• Identifying opportunities to increase revenue and conversion across the team 

What Success Looks Like 

• High and consistent team conversion rates 
• Excellent revenue delivery vs targets 
• Improved sales capability across all agents 
• A motivated, target-driven team environment 

Required Skills & Experience

• Have proven experience in a sales leadership, reservations leadership, or contact centre supervisory role
• Have an excellent track record of achieving and exceeding sales and revenue targets
• Have experience managing KPIs such as conversion, average booking value, and revenue performance
• Have excellent coaching and people development skills, with the ability to motivate high-performing teams
• Be confident in conducting performance reviews, 1:1s, and managing underperformance effectively
• Have excellent sales techniques including objection handling, upselling, and closing skills
• Have the ability to analyse sales data and identify opportunities to improve performance
• Be highly organised with the ability to manage workloads, rotas, and operational priorities in a fast-paced environment
• Have excellent communication and interpersonal skills
• Have excellent customer service focus with a passion for delivering exceptional guest experiences
• Be confident using reservation systems, CRM systems, and Microsoft Office applications
• Be positive, resilient, and target-driven mindset
• Have experience within hospitality, hotels, spa, leisure, or travel industries is highly desirable

Personal Attributes

• Be commercially minded and results focused
• Be energetic and inspirational leader
• Be professional and approachable
• Be proactive problem solver
• Have the ability to remain calm under pressure and lead by example
• Be passionate about developing people and driving team success

Additional Information

• Full-Time position, working 5 out of 7 days per week
• 3 week rolling rota - 1 in 3 weekends
• 40 hours per week
• £32,000.00

Benefits

• Competitive salary
• Complimentary Spa Day on work anniversaries at any of our company spas
• Coffee, tea and snacks from our kitchen
• Access to the Employee Assistance Program
• 30% discount on overnight stays and spa days
• Discounts on food, drink and retail across our venues
• Pension scheme
• Free Parking
• Refer-a-Friend scheme
• Excellent Induction and training programme
• Perkbox Online benefits and discounts
• On-line Doctor support (appointments/prescriptions)
• A fun, supportive and inclusive work environment with loads of development opportunities