At Bill’s, our mission is simple Everyone Leaves Happy.

As Reservations Communications Manager, you are the guardian of how we communicate with our guests across the entire booking and pre-arrival journey. 

 You ensure every message is clear, accurate, timely and unmistakably Bill’s, you will own guest-facing communication end to end, ensuring that any changes to process land cleanly. 

 This role will combine both commercial awareness and guest empathy, using insight and data to improve communication quality, reduce inbound enquiries and strengthen the processes that support a truly great guest experience. 

As a part of the reservations team this role will occasionally require weekend working on a rolling basis to ensure essential communications and the Chatbot are looked after during peak restaurant hours.

 The key aims for us is making sure that guests feel informed, reassured and excited about their visit, whilst also reducing unnecessary friction for our Restaurants.

What we need from you (sound familiar?) 

           Do you have confidence and experience to take ownership of the guest journey from enquiry to post-visit, ensuring clarity and                                consistency across all touchpoints? If the answer is yes, then here are some of the key areas of responsibility for this position.

• Manage guest messaging when policies or services change, ensuring updates are accurate, timely and positioned correctly. Monitor enquiry trends and volumes, identifying opportunities to reduce repeat or avoidable enquiries. Lead improvements in automation and self-serve solutions to reduce manual enquiry handling while protecting guest experience.

• Define communication standards and tone of voice across email, chat, phone and digital channels.  This can can also mean creation and then maintaining communication templates, FAQs and pre-arrival messaging to ensure information is always accurate and up to date.

• Ensure guest-facing information is correct across website pages, booking confirmations and reminder communications, similarly maintaining accuracy across third-party platforms including TripAdvisor and Appetite App.

• Map and continuously improve the guest communication journey, identifying gaps or system issues. Provide a level of expert insight and reporting on enquiry drivers, risks and improvement opportunities.

• Work with IT and Central bookings to identify issues quickly and resolve with a minimum of disruption.

Our Bill’s Benefits (the good stuff):

·       Never a hungry belly - Discounts on the whole menu, with 80% for on shift and 50% for off shift discounts for all employees.

·       Access your earnings early– the ability to access your earnings within 24 hours of working your shift if you ever need it.

·       Supermarket discounts - take a percentage off your weekly shop with access to discounts at most of the major supermarkets. Every little             helps ;)

·       Long Service Awards – Some things are worth celebrating – Long Service is one of them!

·       Yearly Bonus based on business goals

·       Career Progression - Bill’s strongly believe in giving all of our employees the opportunities to succeed and progress. The proof is in the                pudding, 30 of our 50 Head Office colleagues started out in sites.

·       Monthly Training - we also offer monthly core training sessions to keep you at the top of your game, it’s easy to book on whenever you              need.

·       Insight discovery - Across our whole business we have woven Insights Discovery into everything we do, this means learning about                        yourself and how to work best with all your colleagues. 

CURIOUS: Naturally inquisitive about how guests think, feel and behave, always looking for ways to improve clarity, confidence and conversion through better communication.

COURAGEOUS: Confident in owning decisions, challenging unclear messaging and holding high standards for accuracy and quality — even when change is complex.

COLOURFUL: Brings warmth, clarity and personality to communication, ensuring every interaction feels human, reassuring and unmistakably Bill’s.

At Bill’s, our mission is simple Everyone Leaves Happy.

As Reservations Communications Manager, you are the guardian of how we communicate with our guests across the entire booking and pre-arrival journey. 

 You ensure every message is clear, accurate, timely and unmistakably Bill’s, you will own guest-facing communication end to end, ensuring that any changes to process land cleanly. 

 This role will combine both commercial awareness and guest empathy, using insight and data to improve communication quality, reduce inbound enquiries and strengthen the processes that support a truly great guest experience. 

As a part of the reservations team this role will occasionally require weekend working on a rolling basis to ensure essential communications and the Chatbot are looked after during peak restaurant hours.

 The key aims for us is making sure that guests feel informed, reassured and excited about their visit, whilst also reducing unnecessary friction for our Restaurants.

What we need from you (sound familiar?) 

           Do you have confidence and experience to take ownership of the guest journey from enquiry to post-visit, ensuring clarity and                                consistency across all touchpoints? If the answer is yes, then here are some of the key areas of responsibility for this position.

• Manage guest messaging when policies or services change, ensuring updates are accurate, timely and positioned correctly. Monitor enquiry trends and volumes, identifying opportunities to reduce repeat or avoidable enquiries. Lead improvements in automation and self-serve solutions to reduce manual enquiry handling while protecting guest experience.

• Define communication standards and tone of voice across email, chat, phone and digital channels.  This can can also mean creation and then maintaining communication templates, FAQs and pre-arrival messaging to ensure information is always accurate and up to date.

• Ensure guest-facing information is correct across website pages, booking confirmations and reminder communications, similarly maintaining accuracy across third-party platforms including TripAdvisor and Appetite App.

• Map and continuously improve the guest communication journey, identifying gaps or system issues. Provide a level of expert insight and reporting on enquiry drivers, risks and improvement opportunities.

• Work with IT and Central bookings to identify issues quickly and resolve with a minimum of disruption.

Our Bill’s Benefits (the good stuff):

·       Never a hungry belly - Discounts on the whole menu, with 80% for on shift and 50% for off shift discounts for all employees.

·       Access your earnings early– the ability to access your earnings within 24 hours of working your shift if you ever need it.

·       Supermarket discounts - take a percentage off your weekly shop with access to discounts at most of the major supermarkets. Every little             helps ;)

·       Long Service Awards – Some things are worth celebrating – Long Service is one of them!

·       Yearly Bonus based on business goals

·       Career Progression - Bill’s strongly believe in giving all of our employees the opportunities to succeed and progress. The proof is in the                pudding, 30 of our 50 Head Office colleagues started out in sites.

·       Monthly Training - we also offer monthly core training sessions to keep you at the top of your game, it’s easy to book on whenever you              need.

·       Insight discovery - Across our whole business we have woven Insights Discovery into everything we do, this means learning about                        yourself and how to work best with all your colleagues. 

CURIOUS: Naturally inquisitive about how guests think, feel and behave, always looking for ways to improve clarity, confidence and conversion through better communication.

COURAGEOUS: Confident in owning decisions, challenging unclear messaging and holding high standards for accuracy and quality — even when change is complex.

COLOURFUL: Brings warmth, clarity and personality to communication, ensuring every interaction feels human, reassuring and unmistakably Bill’s.