Reservations Coordinator - King Street Townhouse Hotel (full time)

We are currently seeking a highly organised and customer focused Reservations Coordinator to join us at King Street Townhouse Hotel. You will play a key role in managing guest bookings, maximising occupancy, and ensuring that our guests receive exceptional service from the moment they make their reservation. You will also manage gym memberships, supporting our fitness-focused offerings to both hotel guests and local clients. You will work closely with another Reservations Coordinator and report directly to the Revenue Manager. It is an extremely rewarding, yet fast paced role, therefore Reservations Coordinator must be able to work under pressure in order to adapt to changing customer needs and deliver results in line with deadlines and targets to maximise sales opportunities and revenue. Explore more about King Street Townhouse Hotel here.,

• Handle all aspects of room reservations, including individual, group, package and corporate bookings via phone, email, and online channels.
• Provide accurate information about room types, rates, packages, and spa & memberships services to guests.
• Upsell rooms, spa, memberships and F&B services to enhance guest experience and increase revenue.
• Verify and process commission claims/invoices
• Maintain accurate and current records of gym members, ensuring that all membership details are up-to-date in the management system.
• Handling registrations, renewals, and cancellations, offering information on gym facilities and membership benefits.
• Collaborate with the Revenue Manager to develop membership packages and promote fitness offerings to drive local membership sales.
• Deliver exceptional customer service by responding promptly to all guest enquiries and requests, fostering a welcoming and hospitable atmosphere.
• Resolve guest complaints or booking issues professionally and in a timely manner, escalating as necessary.
• Assist the Revenue Manager in implementing pricing strategies to maximise room, spa & membership occupancy during peak and off-peak seasons.
• Maintain accurate and up-to-date records of bookings, guest profiles, and special requests in the property management system (PMS).
  
  Previous experience in a hotel reservations role or customer service environment, ideally in a boutique or luxury setting.
• Strong organisational skills and attention to detail, with the ability to manage multiple reservations and prioritise tasks effectively.
• Excellent communication skills, both verbal and written, with a warm and professional demeanour.
• Familiarity with property management systems (PMS) and reservation software; experience with Mews as well as any revenue management system is an advantage.
• Knowledge of revenue management and upselling techniques to drive additional revenue.
• A team player with a proactive and flexible approach to work.
  
  at THG (View all jobs)
UK, Manchester About THG We're a fast-moving, global technology group that specialises in taking brands direct to consumers. We're home to a portfolio of leading brands and sites including Myprotein, ESPA, LOOKFANTASTIC, and Cult Beauty, all of which are powered by our fully integrated digital commerce ecosystem, THG Ingenuity. We handle everything in-house, including technology, content creation, e-commerce, marketing, manufacturing, new product development, and logistics. This comprehensive approach ensures we can fully realise our vision and maintain our leadership in a rapidly evolving global industry. About THG Experience THG Experience is home to our portfolio of prestige event locations and luxury properties - including Hale Country Club & Spa, King Street Townhouse Hotel, Great John Street Hotel and 100 King Street. Through these venues, we create exceptional experiences, services and content - all of which ensure that our portfolio of brands and partners make real-world connections with their customers that create a lasting impact. We also collaborate closely with THG Society, our influencer marketing platform, which allows brands to access extraordinary locations, create content and host events with influencers and clients. THG Experience is perfectly positioned to deliver rapid growth for THG's fast-moving, global brands. It's an incredibly exciting time to be joining the team. Explore more about THG here.


• Exclusive room rates for you and your family
• 20% off dining at our hotel, 50% off at Hale Country Club & Spa
• Up to 50% off on THG brands (Myprotein, Lookfantastic, ESPA, and more)
• In-person or video GP consultations, discounted prescriptions, and physiotherapy
• Increasing annual leave with service, plus your birthday off
• Continuous learning and development opportunities
• £250 bonus for referring a friend
• Complimentary meals during shifts and provided uniforms
• Compliance training in Food Hygiene, Alcohol Responsibility, and more based on your role
• Access to in-house Wellbeing Program
• Pension scheme for financial stability
THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.