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Reservations Manager

Fulham Pier

Positioned along the Thames and nestled by parkland, we’ve bought life to this pocket of Southwest London by creating a unique destination that’ll be open morning, noon and night. Whether a visitor is looking to start the day with sunrise yoga, pop in for a flat white in between meetings, make space for mindfulness in their lunch break, try a pizza making class with the kids, or make a date with a glass of bubbles, there’s something for everyone.

Your role in this destination is to be the exceptional host, to make every visit a memorable experience, to make every day worth savouring. Fulham Pier is the heart of the community, and so are you. 

Role

We are looking for a Reservations Manager to join our excellent team at Fulham Pier. The Successful candidate will manage all customer inquiries via phone and email, maximising revenue and upsell opportunities, and address customer queries related to all public events and private bookings. This is a key role in ensuring the smooth running of Fulham Pier’s multiple functions and providing excellent customer service.

What you’ll do:

  • Process and manage reservations in line with seven rooms standards.
  • Respond to all customer communications within 24 hours.
  • Ensure all financial transactions are correctly processed and recorded.
  • Maintain accurate records of dietary requirements, allergens, upsells, and special requests.
  • Conduct regular team meetings to address goals, updates, and training needs.
  • Lead and supervise the reservations team to ensure operational excellence.
  • Maintain accurate and efficient use of seven rooms for booking management.
  • Achieve or exceed KPIs, including upselling rates, response times, and customer satisfaction.
  • Collaborate with other teams to optimise the customer journey.
  • Ensure GDPR compliance and secure handling of customer data.

What you bring:

  • Proven experience in a sales or reservations role, preferably within the hospitality industry.
  • Knowledge of the local market.
  • Strong communication and negotiation skills, both verbal and written.
  • Ability to manage time effectively and meet multiple demands.
  • ⁠Proficiency in CRM or reservation software.

What we offer:

  • 40 hours per week
  • Up-to £35,000 per annum
  • Unlimited access to an online platform offering mental health and wellbeing support.
  • Employee Assistance Programme to help with everyday issues or larger problems where you may need additional support, including legal and financial advice, support with work related issues or personal issues such as bereavement.
  • Access to a free health and wellbeing app that provides rewards for maintaining a healthy lifestyle and includes access to a 24hr virtual GP and various other services.
  • The Sodexo Discounts Scheme, offering great deals 24/7 (also open to friends and family) and/or the prepayment cashback card.
  • Money Insights and financial benefits via the Salary Finance Platform.
  • Save for your future by becoming a member of the Sodexo Retirement Plan
  • A Death-in-Service benefit for colleagues who pass away whilst employed by Sodexo
  • Opportunities to enable colleagues to grow and succeed throughout their career at Sodexo, including a variety of learning and development tools.
  • Cycle to Work Scheme to help colleagues to do their bit for the environment whilst keeping fit.
  • Volunteering Opportunities to enable all colleagues to help support worthwhile causes in our communities.
  • Flexible and dynamic work environment 
  • Competitive compensation 
  • Full training and full protective uniform supplied. 

Application

To apply, please click here

Health & safety

As confident custodians, all staff must adhere to Fulham Pier’s Health and Safety policy as well as comply with all role specific health and safety requirements. In addition, all staff have the responsibility to report any breach or potential breach in health & safety to a member of the health and safety team or senior manager.

Safeguarding

Fulham Pier acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people and adults at risk who are visiting Fulham Pier. As part of Fulham Pier’s commitment to providing a safe environment for children and adults at risk, we operate a Safer Recruitment Policy which all candidates must comply with. In addition, we require all staff who work with or interact with children or adults at risk to comply with our Safeguarding Children and Safeguarding Adults Policies.

Equality, diversity & inclusion

We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Pier’s Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.