Senior Manager - Reservations

Turn every enquiry into the beginning of an exceptional guest experience. Lead an outstanding team. Drive commercial performance. Shape the guest journey at one of Scotland's most iconic luxury hotels. We're looking for an experienced reservations leader to join the Old Course Hotel as our Senior Manager – Reservations.

This is an exciting opportunity to lead and develop our Reservations team, creating a proactive sales culture that combines exceptional personalised service with strong commercial performance. From driving conversion and maximising revenue to developing your team and ensuring every guest receives a seamless, five-star experience from their very first interaction, you'll have the opportunity to make a real impact.

About Us

In the heart of historic St Andrews, overlooking the legendary Old Course and Fife coast, the Old Course Hotel is recognised as one of Europe's leading luxury hotels. Home to world-class golf, the award-winning Kohler Waters Spa and a collection of celebrated restaurants and bars, we create experiences centred around exceptional hospitality, active wellbeing and indulgent good times.

Part of Kohler Company, our people are at the heart of everything we do. We believe exceptional guest experiences start with exceptional associate experiences, which is why we're committed to developing our people, recognising success and creating opportunities to grow.

About the Role

Reporting to the Director of Revenue Sales, you'll lead a team of five Reservations Coordinators, building a highly engaged, commercially focused team that delivers exceptional personalised service. You'll take ownership of reservations performance, driving conversion, upselling and revenue opportunities while ensuring our guests receive accurate, knowledgeable and engaging service at every stage.

Working closely with Revenue, Sales, Marketing, Events, Front Office and wider operational teams, you'll translate commercial strategy into effective reservations activity and help create a seamless guest journey across the Hotel. You'll also play an important role in the implementation, training and management of our new PMS and reservations systems, helping ensure the team embraces new technology and ways of working.

Key Responsibilities

Lead, coach and develop the Reservations team, creating a high-performing and engaged environment. Drive a proactive sales culture, maximising conversion, upselling and revenue opportunities. Work closely with Revenue and Sales to implement pricing, promotional and conversion strategies. Deliver consistently exceptional, personalised guest service in line with our five-star quality standards.

Monitor booking patterns, call volumes, conversion performance and departmental targets. Ensure accurate communication of rates, packages, availability, booking conditions and key guest information. Oversee team training, development, performance and ongoing coaching. Manage departmental rotas and resources effectively, ensuring appropriate coverage within budget.

Build strong relationships across Sales, Marketing, Events, Front Office and operational teams. Play a key role in implementing and embedding new PMS and reservations systems. Confidently manage complex reservations, guest concerns and high-value requirements. Continually identify opportunities to enhance both commercial performance and the guest experience.