Head of Reservations & Customer Care
SLH is searching for a full-time Head of Reservations & Customer Care in London. This role reports to the Senior VP of Distribution in London.
Introduction
Head of Reservations and Customer Care (Full Time - Employed)
Location: London (Office-based with Hybrid Options)
Working Hours: Monday to Friday, Full-Time (weekends may occasionally be required)
Benefits: 25 days annual leave (pro-rata), all UK bank holidays, SLH Staff Rate
Key Responsibilities
The Head of Reservations & Customer Care is responsible for overseeing the management of the SLH Reservations and Customer Care (RCC) and ensuring an exceptional experience for high-value clients. This role involves leading a team of reservation executives, optimising processes, and collaborating with key stakeholders to drive revenue and enhance client satisfaction.
Team Leadership:
• Operate with a high level of autonomy, making decisions on behalf of the team and taking ownership of day-to-day operations, team development, and service delivery.
• Proactively manage and lead a global team of Reservations and Customer Care Executives working across different time zones, ensuring seamless communication, collaboration, and performance.
• Motivate, reward and develop a high-performing team of Reservations and Customer Care Executives, fostering a culture of excellence and continuous improvement.
• Establish clear team goals and KPIs aligned with the company’s overall objectives, regularly monitoring progress and driving accountability.
• Conduct regular one-on-one performance reviews, analysing individual and team performance to provide tailored coaching, training, and rewards for achievement.
• Recruit, onboard, and train new team members globally, ensuring they have the tools and knowledge to succeed.
Reporting and Analysis:
• Track, analyse, and report on reservation performance, focusing on revenue, team productivity, and client satisfaction metrics.
• Provide detailed and actionable reports to senior management, offering insights into trends, performance gaps, and areas for improvement.
• Utilise data-driven analysis to refine reservation strategies, optimise team workflows, and drive continuous service enhancement.
• Regularly assess team performance and implement changes to improve efficiency, profitability, and overall team effectiveness.
High-End Client Management:
• Serve as the primary point of contact for high-end clients, ensuring personalised service and prompt resolution of any issues or inquiries.
• Build and maintain strong relationships with key clients, understanding their preferences and needs to enhance their experience.
• Coordinate special requests and bespoke experiences for high-end clients, liaising with hotels and service providers as needed.
Reservation Operations:
• Oversee the processing of high-end reservations, ensuring accuracy and efficiency in booking procedures.
• Implement and maintain standard operating procedures for reservations to enhance service delivery.
• Monitor reservation trends and data to identify opportunities for improvement and growth.
Customer Care:
• Oversee the team to efficiently handle customer questions about products, services, or company policies.
• Keep accurate records of customer interactions and transactions.
• Handling complaints related to the booking process and/or customer experiences.
• Solving any technical issues related to the team’s tech equipment.
• Develop and implement customer feedback mechanisms to gather insights from high-end clients and enhance service offerings.
• Lead initiatives to improve the overall client experience, ensuring that SLH maintains its reputation for excellence in service.
Collaboration and Networking:
• Manage the relationship with the outsourced Call Centres and contact centre partners.
• Train the outsourced Call Centres on SLH products and monitor their revenue performance.
• Work closely with the sales and marketing teams to develop targeted strategies for attracting and retaining high-end clientele.
• Collaborate with hotel partners to ensure seamless service delivery and address any operational challenges.
• Represent the team at SLH events and networking opportunities.
Administrative Duties:
• Manage administrative tasks related to reservations, including documentation, reporting, and system updates.
• Ensure compliance with company policies and procedures in all aspects of reservation management.
Desired Skills and Experience
• Fluent in spoken and written English. Additional languages (ideally Spanish, Italian or French, both spoken and written) are an advantage.
• A hands-on leader who is willing to step in and support day-to-day operations when required, including handling reservations or customer enquiries via phone or email during peak periods or team shortages.
• Proven leadership experience in reservations, customer care, or high-end hospitality operations, ideally within the luxury travel sector.
• Demonstrated ability to manage, mentor, and develop high-performing teams across multiple locations.
• Excellent communication and interpersonal abilities, with experience engaging senior stakeholders and external partners.
• Proficient in reservation systems and customer service technologies; experience with Salesforce or similar CRM platforms is preferred.
• Experience working with contact centre technologies with the ability to design and manage global call flows that ensure efficient routing and a seamless customer journey.
• Confident in analysing data to identify trends, generate insights, and support strategic decision-making.
• Highly organised with strong project and time management skills, and the ability to prioritise effectively in a fast-paced environment.
• Experience designing and delivering training programmes to build team capability.
• Adaptable, solutions-focused, and committed to continuous improvement.
Visit: www.slh.com
All applicants should have the right to work in the UK.
Please send your application with your CV to romina.dicristoforo@slh.com