Reservations Team Leader
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Reservations Team Leader

About the job

Our Reservation Team Leaders are the stars of our Global Contact Center! Entrusted with providing exceptional customer service through all channels, whilst optimizing the conversion of all enquirers to achieve performance targets and standards. Though skillfully trained, they never lose sight of their ultimate responsibility, to deliver the best guest experience at any stage of their journey with us.


A day in the life of our Reservation Team Leaders… demands high levels of energy. They need consistency even though the days are never alike; and creativity to tackle daily adventures. Listing all of the contributions that our Reservation Team Leaders accomplish would be lengthy but the list below is essential to know.

  • Our Reservation Team Leaders are responsible for the reservation agent teams during their day. This will include identifying and developing best practice, communicating appropriate information effectively to the team including information such as rate & package availability, procedure & policy additions & amendments all to ensure our guests receives nothing but the best experience.
  • Sometimes our Reservation Team Leaders have to provide training, coaching and conduct 1 to 1 meeting in order to provide constructive feedback to development the team's skills. They sometimes also need to respond to customer complaints and escalates them as necessary.
  • Our Reservation Team Leaders work closely with the other team leaders as well as with the Customer Service Manager and Quality Team in order to promote the global contact center mission and vision whilst positively influencing and contributing to the team culture.
  • Our values of Personality, Passion, Respect, Working Together and Creativity guide us each and every day. The purpose of the Reservation Team Leaders is to live their behaviors to continue to create our legacy.
  • Communication is what keeps our departments running perfectly. Our Reservation Team Leaders must communicate with other departments and extended hotel team in order to ensure the alignment remains.

The items shared are essential. However, to ensure consistency, our Reservation Team Leaders are provided with specifics on how we care for their department and our hotel.

  • Our success is a result of our employees. We believe that everyone part of our team should share the rewards. For this position, here are just some of the benefits you will receive:

    • A competitive salary
    • 50% discount on our F&B outlets
    • Complimentary nights with breakfast within Dorchester Collection after six month's service
    • 20% spa discount
    • Seasonal parties and local social events
    • Complimentary meals whilst on duty
  • Department: Reservations

About you

  • All of our employees are ambassadors of our Vision, Values and culture. Our Reservation Team Leaders do this with all they do.
  • We encourage the unique personalities and passions of our employees, working together; as a team, a hotel and Collection.
  • Our guests forge our legacy. Knowing and understanding them is our goal, valuing kindness over process.
  • In a fast-moving world, we remain consistent and relevant, requiring flexibility from everyone on the team.
  • English is the primary language used in our global contact center in addition our reservation specialist also speak Italian and/or French. Our Reservation Team Leaders must feel comfortable communicating in English but one of the two other languages would be a plus.
  • Language required: English. French and Italian are a plus

The company

Nine iconic addresses, nine extraordinary hotels, one unique collection.
One global compass guiding you to the only destinations you’ll ever need.

But what will make it your collection?
Perhaps we’ll be a second home, where you’re always in the place to be.
Or the canvas for golden moments that create your treasured memories.
We may simply provide a true sense of belonging ‒ wherever you are.

For in yesterday’s rich heritage you’ll find our knowledge and experience.
In today’s beautiful surroundings you’ll feel our craftsmanship and splendour.
In tomorrow’s memories you’ll know the warmth of our team.
But only you can decide how you’ll write our future legacy.

So, be our guest. Be our story. Be whatever your heart desires.
We’ll be honoured to take care of you.

Welcome to Dorchester Collection.
Iconic Hotels in Iconic Places.

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Reservations Team Leader

London, United Kingdom

Full-time, Indefinite

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