Rooms Assistant Reservations Manager

• Corporate Office
• Revenue & reservations
• Full time

We are seeking an exceptional Rooms Assistant Reservations Managerto join the Maybourne Hotel Group team.

Rooms Assistant Reservations Manager is responsible for managing the Rooms Reservations team to ensure the department provides an outstanding luxurious service whilst driving conversion rates and maximising revenue. The Rooms Assistant Reservations Manager should have a sound understanding of Reservation processes and system and use initiative to make changes to strive for continuous improvement.

Main duties & responsibilities

As a Rooms Assistant Reservations Manager your responsibilities will include but will not be limited to:

• Make sure Team Leaders are managing calls, emails and chat queues to ensure high value and complex enquires are escalated and service level agreements are exceeded;

• Regularly review the team rota, hours of operation and shift structure to meet the demands of the business;

• Lead by example by handling calls, emails and chats when required;

• Ensure strong communication within the Reservations, Support office and Operational teams;

• Action daily/monthly reports and ad-hoc reports as requested by the Group Director of Reservations and Head of Reservations. Providing detailed analysis and present action plans to improve performance;

• Oversee that Reservations training is carried out on an on-going basis and standards are monitored to continually increase the performance and effectiveness of the team;

• Perform staff appraisals as and when required, identifying training needs to ensure that such needs are met within the overall training policy of the company;

• Lead projects allocated by Head of Reservations, ensuring projects are completed in a timely manner and regular updates are provided.

Entry Requirements

Successful candidates for our Rooms Assistant Reservations Manager opportunity will:

• Be a keen and motivated people manager with exceptional interpersonal and communication skills;
• Be a team player who is an avid learner, adaptable and has the ability to effectively prioritise and multitask on a daily basis;
• Have strong customer care skills and ability to work under pressure, with excellent attention to detail;
• Have a high standard of personal presentation with confident, professional and welcoming personality;
• Have an absolute understanding of our guests needs to create exceptional luxury service experiences, that result in lasting memories;
• Have ideally worked in a similar role within a hotel environment, however this is not a prerequisite;
• Understand the importance of the Reservations Department and impact it has on the business as a whole;
• Demonstrate genuine dedication to Maybourne Hotel Group and show a commitment to consistent quality in our products and services.

Eligibility

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

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