Head of Reservations

Palé Hall, the only AA Five Red Star country house hotel in Wales, is seeking an experienced and commercially focused Head of Reservations to lead and develop our reservations function. Set within the outstanding landscape of Snowdonia and entering an exciting period of growth and investment, this is a key leadership role within the Front of House and commercial operations of the hotel.

As Head of Reservations, you will have overall responsibility for the effective management of all accommodation, dining and event reservations, ensuring accuracy, efficiency and a consistently exceptional level of service. You will oversee the reservations team and systems, optimising occupancy, revenue and guest experience while maintaining the highest standards expected of a luxury hotel.

This role requires a strategic and detail-driven professional who can balance hands-on operational involvement with strong leadership and commercial awareness. You will work closely with senior management, Front of House, Food & Beverage and Revenue Management to align availability, pricing and demand, supporting the hotel’s financial performance.

Key responsibilities include overseeing all reservations activity for bedrooms, restaurants and private events; managing reservation systems and processes; ensuring accuracy of bookings, confirmations and guest preferences; and maintaining clear communication with all departments to support seamless guest journeys.

You will be responsible for leading, training and developing the reservations team, setting clear standards, managing rotas and performance, and ensuring excellent service across all guest communication channels, including telephone, email and online platforms. Handling complex bookings and acting as the point of escalation for reservation-related enquiries will form an important part of the role.

The Head of Reservations will also contribute to forecasting, reporting and analysis of booking trends, supporting pricing strategies, promotional offers and availability management. You will ensure that all data is accurately maintained and that procedures comply with hotel policies and brand standards.

The successful candidate will have proven experience in a senior reservations or revenue-related role within a luxury hotel or high-end hospitality environment. Strong leadership, exceptional organisational skills, confident IT capability and excellent communication skills are essential, along with a commercial mindset and attention to detail.

Palé Hall offers 22 individually designed bedrooms and suites, AA Three Rosettes dining and holds the Michelin Green Star for food sustainability. We are proud of our reputation for excellence and are committed to creating a rewarding and professional working environment.

In return, we offer a competitive salary, onsite parking, complimentary meals on duty, generous hotel discounts and gratuities.

Applicants must have the right to live and work in the UK and be able to commute independently. This is an outstanding opportunity to play a pivotal role in the continued success of one of the UK’s most distinguished country house hotels.

• Lead, manage and develop the reservations team, setting clear standards of performance, service and accuracy.

• Oversee all reservations activity for bedrooms, restaurants and events, ensuring bookings are processed efficiently and in line with hotel procedures.

• Act as the primary point of escalation for complex or high-value reservations and guest enquiries.

• Ensure reservation systems are used effectively and data is maintained accurately, including guest preferences, rates and special requirements.

• Work closely with Revenue Management and senior leadership to support pricing strategies, availability controls and demand forecasting.

• Monitor booking trends, conversion rates and performance metrics, producing reports and insights to inform commercial decisions.

• Ensure consistent, professional and timely communication with guests via telephone, email and online channels.

• Coordinate closely with Front of House, Housekeeping, Food & Beverage and Events teams to ensure seamless operational delivery.

• Maintain oversight of confirmations, amendments, cancellations and deposits, ensuring compliance with financial and contractual terms.

• Support the development and promotion of packages, special offers and upselling opportunities to enhance revenue and guest experience.

• Ensure all reservations procedures align with brand standards, legal requirements and internal controls.

• Contribute to budgeting and forecasting processes where required.

• Recruit, train, coach and appraise reservations colleagues, fostering a motivated, knowledgeable and service-focused team.

• Manage rotas, workload distribution and cover to ensure consistent service levels.

• Encourage continuous improvement through training, feedback and performance management.

• Ensure adherence to all hotel policies and procedures, including data protection, financial controls and Health & Safety requirements.

• Maintain confidentiality of guest and business information at all times.

• Identify opportunities to improve systems, processes and service delivery within the reservations function.

• Proven experience in a senior reservations, revenue or reservations management role within a hotel or similar hospitality environment.

• Strong leadership and people management skills.

• Excellent organisational and analytical ability, with strong attention to detail.

• Confident IT skills, with experience using hotel reservation and property management systems.

• Outstanding communication and interpersonal skills, with a professional and guest-focused approach.

• Commercial awareness and the ability to balance service excellence with revenue objectives.

• Calm, organised and adaptable, with the ability to manage priorities in a fast-paced environment.

• Proactive and solutions-focused, with a high standard of professionalism.

• Collaborative team player with the confidence to lead and influence across departments.

This role is central to the commercial success and guest experience of the hotel, offering the opportunity to make a significant impact within a dynamic hospitality operation.

Qualifications & Experience

• Proven experience in a senior reservations, revenue or reservations management role within a hotel or hospitality environment

• Strong working knowledge of hotel reservation systems.

• Demonstrated experience in managing and developing a reservations team

• Solid understanding of room inventory management, rate structures and booking channels

• Excellent written and verbal communication skills, with the ability to handle complex guest enquiries professionally

Desirable Qualifications

• A hospitality-related qualification, such as:

  • HND / Degree in Hospitality Management, Hotel Management or Business Management

  • Diploma in Hospitality, Tourism or Hotel Operations

• Professional development in revenue management or reservations, for example:

  • Revenue Management certification or training courses

  • Channel management or distribution training

• Experience working within a luxury or high-end hotel environment

Technical & Professional Competencies

• Advanced proficiency in PMS, CRS and channel management systems

• Strong analytical skills with the ability to interpret booking data, forecasts and performance reports

• Confident use of Microsoft Office, particularly Excel

• Knowledge of GDPR and data protection requirements within hospitality operations

Leadership & Personal Attributes (Often Treated as Qualifications)

• Proven ability to lead, motivate and develop a team

• High level of attention to detail and accuracy

• Commercial awareness with a focus on maximising revenue and conversion

• Calm, organised and decisive under pressure

• Professional presentation and discretion at all times

Full time permanent contract 

Meals on duty

Onsite parking

Generous employee discounts

This is a full time permanent position, five days over seven, Monday to Sunday.