A lifestyle Hotel based on London’s eccentric South Bank. With 354 bedrooms, award-winning food and drink outlets and an electric energy, Sea Containers London is a destination where glamour meets brutalism – and it's your London anchor on the River Thames.
On Shoreditch High Street, One Hundred Shoreditch is an independent spirit that sits at the social heart of evolving Shoreditch - with 258 bedrooms and suites, five event spaces, and a line-up of food and drink that moves from day to night.
The Reservations Supervisor (Mat Cover)
The Reservations Supervisor (Mat Cover) at Sea Containers London & One Hundred Shoreditch is responsible for providing leadership and support to the reservations team. This role involves overseeing day-to-day operations of both properties, ensuring accuracy in reservation processing, and delivering exceptional customer service. The Reservations Supervisor works closely with team members to achieve departmental goals and maintain a high standard of efficiency. The role will report directly to the Reservations Manager and will have a dotted reporting line to the Head of Revenue at the location the position is based at.
- Lead, coach and motivate the Reservations team, fostering a positive, high-performing and guest-focused culture.
- Oversee day-to-day reservation operations, ensuring all bookings, amendments and cancellations are processed accurately and efficiently.
- Deliver exceptional customer service by managing guest enquiries, resolving escalated issues and accommodating special requests.
- Monitor reservation trends, occupancy levels and performance metrics, using data to identify opportunities for improvement and revenue optimisation.
- Support the training and development of team members through regular coaching, feedback and skills development initiatives.
- Collaborate closely with the Reservations Manager and cross-functional teams to ensure seamless operations, effective communication and commercial success.
Skills and Knowledge
- Strong communication and presentation skills
- Experience in hotel operations and service quality levels
- Strong organisation and analytical skills in problem solving
- Ability to build, maintain and influence relationships, e.g. stakeholders, customers, vendors, and investors
- Knowledge of the markets specific to the luxury/lifestyle hotel sector
- Effective conflict and change management skills
At Sea Containers London we are committed to giving our employees the skills and support required to deliver extraordinary experiences, and most importantly, to grow in their careers. On top of this we also like to offer our teams a wide range of benefits including:
Guest experience including dinner and drinks
6 complimentary nights a year at any Lore Group hotel
Lore Group Employee & Immediate Family Rates
Lore Group Friend and Family Rates
50% Employee discount and 25% Friends and Family discount at over 800 partner hotels via Lore Discovery
50% discount in Lore Group restaurants and bars
Discounts in our spa and cinema
Contribution towards Health - Cash Plan
2 days paid volunteering leave per year
Life Assurance
Length of service incentives (additional holiday)
Bespoke training programmes
Free meals on duty
Incentives such as Ride-to-Work and season ticket loan
Quarterly employee award ceremony and company staff parties
Employee assistance programme
Location: London
Skills Required
- Strong communication and presentation skills
- Experience in hotel operations and service quality levels
- Leadership and team coaching/people management experience
- Ability to process bookings, amendments and cancellations accurately
- Strong organisation, analytical and problem-solving skills
- Ability to build, maintain and influence stakeholder and customer relationships
- Knowledge of luxury/lifestyle hotel market and guest expectations
- Effective conflict and change management skills
What We Do
Lore Group is an international hospitality company that designs, transforms, manages, and operates a collection of luxury hotels, restaurants, and bars across notable cities in Europe and the United States. Dedicated to creating storied hotels for the long term, the group emphasizes thoughtful design and authentic engagement with local neighborhoods, delivering unique, immersive destination experiences for guests from around the world.
