Head of Reservations & Customer Care - London, UK

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

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.
• Handle 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 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

• Bachelor’s degree in Business Management, Hospitality, Tourism, or a related field; an advanced degree or relevant professional certification is an advantage.
• 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.

Small Luxury Hotels of the World™ (SLH) is the most desirable community of independently minded travellers and independently spirited hotels in the world. We turned the luxury boutique hotel into a phenomenon and selected the distinctive, the diverse and the downright delightful. People, places and experiences with individual character, intimate charm and inherent class. We’ve personally visited, vetted, and verified over 650 hotels in more than 90 countries. We are envisioning a future where people experience the world with intention, embrace its intimacy and protect its integrity.
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All applicants should have the right to work in the UK.
Please send your application with your CV to

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