Montcalm Collection

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within every one, our team create unforgettable experiences for our guests.

While our walls speak of history, it’s our people, their ambition, and their creativity, that shapes our future.

Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

Overview

The Reservation Supervisor supports the Head of Reservations and Assistant Reservations Manager in overseeing the daily operations of the Reservations Department across Montcalm Collection hotels. The role is responsible for driving conversion, maintaining high service standards, and ensuring a seamless guest experience from enquiry to arrival. Acting as a key point of support and leadership for the reservations team, the Reservation Supervisor ensures that all processes run efficiently, guest correspondence is accurate and professional, and team members are motivated, well-trained, and aligned with the company’s goals and brand values.

Key Responsiblites 

• Supervise the daily operations of the reservations team, including scheduling, training, and performance monitoring.
• Assist the Head of Reservations and Assistant Reservations Manager in managing all departmental functions.
• Prepare work schedules, assign duties, and ensure efficient workflow among team members.
• Handle guest correspondence promptly, accurately, and professionally.
• Oversee manual reservation updates and ensure system integrity in case of failed reservations.
• Ensure all guests receive accurate booking confirmations and that pre-arrival correspondence is complete.
• Support the handling of guest complaints, following instant pacification and escalation procedures as needed.
• Keep the team updated with company information, promotions, and policy changes.
• Promote upselling and ensure guests are offered the most suitable room types and packages.
• Maintain accurate reservation data and reports within Opera or other hotel systems.

This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business. 

Skills & Qualifications

• Previous experience in hotel reservations, preferably within a supervisory capacity.
• Strong knowledge of Opera PMS and related reservation systems.
• Excellent communication and interpersonal skills.
• Ability to lead, coach, and motivate a small team effectively.
• Strong organisational skills and attention to detail.
• Customer-focused mindset with a commitment to service excellence.
• Experience in handling group bookings is advantageous.

Working Condition

• Full-time role based at Montcalm Collection head office, London.
• Office and hotel-based environment with flexibility as required.
• Occasional weekend or evening work may be required depending on business demands.
  
  

Benefits

Montcalm Collection

At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within every one, our team create unforgettable experiences for our guests.

While our walls speak of history, it’s our people, their ambition, and their creativity, that shapes our future.

Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

Overview

The Reservation Supervisor supports the Head of Reservations and Assistant Reservations Manager in overseeing the daily operations of the Reservations Department across Montcalm Collection hotels. The role is responsible for driving conversion, maintaining high service standards, and ensuring a seamless guest experience from enquiry to arrival. Acting as a key point of support and leadership for the reservations team, the Reservation Supervisor ensures that all processes run efficiently, guest correspondence is accurate and professional, and team members are motivated, well-trained, and aligned with the company’s goals and brand values.

Key Responsiblites 

• Supervise the daily operations of the reservations team, including scheduling, training, and performance monitoring.
• Assist the Head of Reservations and Assistant Reservations Manager in managing all departmental functions.
• Prepare work schedules, assign duties, and ensure efficient workflow among team members.
• Handle guest correspondence promptly, accurately, and professionally.
• Oversee manual reservation updates and ensure system integrity in case of failed reservations.
• Ensure all guests receive accurate booking confirmations and that pre-arrival correspondence is complete.
• Support the handling of guest complaints, following instant pacification and escalation procedures as needed.
• Keep the team updated with company information, promotions, and policy changes.
• Promote upselling and ensure guests are offered the most suitable room types and packages.
• Maintain accurate reservation data and reports within Opera or other hotel systems.

This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business. 

Skills & Qualifications

• Previous experience in hotel reservations, preferably within a supervisory capacity.
• Strong knowledge of Opera PMS and related reservation systems.
• Excellent communication and interpersonal skills.
• Ability to lead, coach, and motivate a small team effectively.
• Strong organisational skills and attention to detail.
• Customer-focused mindset with a commitment to service excellence.
• Experience in handling group bookings is advantageous.

Working Condition

• Full-time role based at Montcalm Collection head office, London.
• Office and hotel-based environment with flexibility as required.
• Occasional weekend or evening work may be required depending on business demands.
  
  

Benefits