Head of Sales - Reactive

Job Details

ETM Group is a dynamic premium hospitality business behind some of London's most exciting restaurant and bar destinations. Our Head Office teams are the engine of our operations - partnering with venues to deliver excellence, champion our people, and support the continued growth of the brand.

We're looking for individuals who share our passion for hospitality, thrive in a collaborative environment, and want to make a meaningful impact within a forward-thinking company.

We're now on a look out for Head of Sales - Reactive to join our passionate, friendly and ambitious Head Office team working with our Sport London and ETM Collection venues. Everyone in our office lives and works by our EPIC values; Excellence, Passion, Integrity and Challenge.

Role Overview:

The role of the Head of Sales - Reactive, is to deliver the sales strategy within the reactive sales division, by developing a strategic sales action plan to achieve their pre-booked target, which is in line with the total sales and profit targets of the venues and company.

The Head of Sales ensures maximum efficiency in both generating and converting enquiries, while cultivating the maximum sales value in every booking, all while providing excellent customer service and after care throughout.

You will report to Sales Director and have all the reactive sales personnel under your review and work with the sales planers that report to the Head of Sales for Proactive

Company Benefits:

• 33 days of holidays + one extra day of holiday for each year you work with us up to 5 days (after the 2nd year)
• 50% off of food and drinks across our venues, for up to 5 friends and you
• Generous employee referral scheme
• Money off your shopping at many high street stores
• Cycle to work scheme
• Access to Stream for better money management
• Access to the award winning Hospitality Action Charity, offering an Employee Assistance Program
• Group wide Learning and Development opportunities

Key Responsibilities:

Sales & Client Growth

• Drive private hire and large-scale corporate events through proactive client development.
• Build and manage a strong corporate pipeline, delivering high enquiry-to-booking conversion.
• Maximise revenue across peak and off-peak periods while retaining business within the ETM portfolio.
• Stay ahead of the market, monitoring competitors and shaping compelling sales activations.

Enquiries, Reservations & Conversion

• Own all reactive sales enquiries across ETM venues (web, phone, email, chat).
• Oversee bookings, guest communications, table planning and daily run sheets.
• Lead reservations systems, including auto-confirmed bookings, pre-orders, chat functionality and telephony.
• Manage rota planning and team coverage across a 6-day operation.

Guest Experience & Data

• Use guest feedback and CRM insights to strengthen relationships and drive repeat business.
• Maintain high-quality data capture and reporting to support commercial decisions.

Systems, Reporting & Performance

• Take ownership of booking platforms and the end-to-end booking journey to maximise sales.
• Ensure effective use of CRM, OpenTable and third-party systems.
• Deliver clear, accurate sales analysis and forecasting.

Leadership & Collaboration

• Lead, develop and inspire the Sales & Events team, setting clear KPIs and driving performance.
• Recruit, train and build a strong sales talent pipeline.
• Work closely with Marketing and Operations to deliver a joined-up, premium guest experience.
• Champion continuous improvement across sales processes and ways of working.

ETM Group are proud to be an equal opportunity employer who seek to recruit and retain the most talented individuals from a variety of backgrounds, skills and perspectives.