Central Bookings Team Manager - Darlington 

About Us

Lane7 is the UK's fastest growing and biggest independent boutique bowling destination. We have multiple venues across our Lane7, Level X, Gutterball and ML7 brands. Bowling has always been our thing - since launch in 2013, but really, we're all your best nights in one: Pool, golf, darts, karaoke, arcades and a ton of next-level gaming experiences, combined with great drinks and fabulous food. A night with friends, date night, special celebrations and private functions… we've got every occasion covered.

Could you be what we’re looking for?

We are looking for a Central Bookings Team Manager who can lead this team, ensuring our booking operation runs smoothly while protecting the guest experience and maximising booking opportunities. You are a hands-on manager who leads from the front, supporting the team with bookings activity while overseeing diary optimisation, booking conversion, and guest communication.

The Role

As Central Bookings Team Manager, you play a pivotal role within the Lane7 business. The bookings team sits at the centre of the guest journey and the Central Bookings Team Manager acts as both a leader of the team and a champion for the guest experience. You will be responsible for leading and developing the central bookings team while ensuring that group enquiries are handled quickly, professionally, and commercially.

You will also take ownership of guest feedback, escalated complaints, refunds, and service recovery, ensuring that guest concerns are handled quickly and professionally. Through effective leadership of the bookings function and strong collaboration with Sales and Operations teams, the Central Bookings Team Manager ensures that the booking process supports both exceptional guest experiences and commercial success across the Lane7 estate.

Key Responsibilities include:

• Deliver a high-quality booking experience across all guest contact channels including phone, email, website enquiries, and partner platforms.
• Oversee the management of group booking enquiries up to 29 guests across Lane7 venues.
• Oversee the end-to-end booking journey and continuously review processes to ensure the experience is smooth, efficient, and guest focused.
• Take ownership of escalated guest enquiries and complaints relating to bookings.
• Manage refund requests, booking amendments, and service recovery where required.
• Lead and develop the Central Bookings team, including Bookings Co-ordinators & Optimisation Executives.
• Encourage upselling of activities, experiences, and food and drink packages to increase booking value.
• Provide insights and reporting to the Head of Sales on booking trends and opportunities.

• The ability to work evenings and weekends when required, this is not a Monday to Friday 9 - 5 role.
• Experience managing reservations, bookings, or guest services teams in hospitality, leisure, or events.
• Strong leadership and people management skills.
• Experience using booking platforms such as Bookedit or similar systems.
• Excellent communication and customer service skills.
• Strong organisational skills and attention to detail.
• Commercial awareness with the ability to drive booking conversion and upselling performance.
• Experience handling guest complaints, refunds, and service recovery.
• Ability to work effectively in a fast-paced multi-site hospitality environment.

• Salary - £32,000 - £36,000
• 28 days holiday per year (Plus 1 day holiday for every year worked - Up to 5 years)
• Private Health insurance & benefits through Vitality
• Company pension contribution
• Free bowling and activities for you and up to 3 others when you aren’t working (off-peak time)
• 25% off food and drink
• Get involved with different social activities throughout the year through our team social calendar
• Annual team awards party
• Refer a friend scheme 
• Cycle2Work scheme partnered with Halfords

Central Bookings Team Manager - Darlington 

About Us

Lane7 is the UK's fastest growing and biggest independent boutique bowling destination. We have multiple venues across our Lane7, Level X, Gutterball and ML7 brands. Bowling has always been our thing - since launch in 2013, but really, we're all your best nights in one: Pool, golf, darts, karaoke, arcades and a ton of next-level gaming experiences, combined with great drinks and fabulous food. A night with friends, date night, special celebrations and private functions… we've got every occasion covered.

Could you be what we’re looking for?

We are looking for a Central Bookings Team Manager who can lead this team, ensuring our booking operation runs smoothly while protecting the guest experience and maximising booking opportunities. You are a hands-on manager who leads from the front, supporting the team with bookings activity while overseeing diary optimisation, booking conversion, and guest communication.

The Role

As Central Bookings Team Manager, you play a pivotal role within the Lane7 business. The bookings team sits at the centre of the guest journey and the Central Bookings Team Manager acts as both a leader of the team and a champion for the guest experience. You will be responsible for leading and developing the central bookings team while ensuring that group enquiries are handled quickly, professionally, and commercially.

You will also take ownership of guest feedback, escalated complaints, refunds, and service recovery, ensuring that guest concerns are handled quickly and professionally. Through effective leadership of the bookings function and strong collaboration with Sales and Operations teams, the Central Bookings Team Manager ensures that the booking process supports both exceptional guest experiences and commercial success across the Lane7 estate.

Key Responsibilities include:

• Deliver a high-quality booking experience across all guest contact channels including phone, email, website enquiries, and partner platforms.
• Oversee the management of group booking enquiries up to 29 guests across Lane7 venues.
• Oversee the end-to-end booking journey and continuously review processes to ensure the experience is smooth, efficient, and guest focused.
• Take ownership of escalated guest enquiries and complaints relating to bookings.
• Manage refund requests, booking amendments, and service recovery where required.
• Lead and develop the Central Bookings team, including Bookings Co-ordinators & Optimisation Executives.
• Encourage upselling of activities, experiences, and food and drink packages to increase booking value.
• Provide insights and reporting to the Head of Sales on booking trends and opportunities.

• The ability to work evenings and weekends when required, this is not a Monday to Friday 9 - 5 role.
• Experience managing reservations, bookings, or guest services teams in hospitality, leisure, or events.
• Strong leadership and people management skills.
• Experience using booking platforms such as Bookedit or similar systems.
• Excellent communication and customer service skills.
• Strong organisational skills and attention to detail.
• Commercial awareness with the ability to drive booking conversion and upselling performance.
• Experience handling guest complaints, refunds, and service recovery.
• Ability to work effectively in a fast-paced multi-site hospitality environment.

• Salary - £32,000 - £36,000
• 28 days holiday per year (Plus 1 day holiday for every year worked - Up to 5 years)
• Private Health insurance & benefits through Vitality
• Company pension contribution
• Free bowling and activities for you and up to 3 others when you aren’t working (off-peak time)
• 25% off food and drink
• Get involved with different social activities throughout the year through our team social calendar
• Annual team awards party
• Refer a friend scheme 
• Cycle2Work scheme partnered with Halfords