Reservation Supervisor

hace 3 semanas

Barcelona, España Accor Hotels A tiempo completo

Company Description Department: Reservation
Reports to: Reservation Manager
Mercure & ibis London Earls Court and Barnaby's Restaurant & Bar provide guests with a warm welcome and spacious and comfortable accommodations with breath-taking views of the London skyline currently in the exciting process of a refurbishment with the aim to shift our hotel to a four-star hotel and new branding. Our new goal is to find the right candidates to be part of this amazing project to help us during the evolution to become a modern, stylish and innovative 12-storey hotel. The hotel is about to undergo a very unique project resulting in a dual branding stylish and modern hotel with a combination of 3* and 4* product.
The perfect profile is someone who is passionate about creating real relationships with our customers and making them feel at home Looking for the third Guest Relation Manager to join our proactive, dynamic and fun team.
Our promise is caring and impeccable service. We nurture a real passion for service and achievement beyond limits.
Our mission is to make the impossible possible to realise your dreams.
Job Description POSITION OVERVIEW Responsible for all reservations over the phone and by emailIncreases and optimises room sales in line with the brand and hotel's sales policyEnsures all group reservations are dealt with in an efficient and pleasant mannerMulti-tasks while under pressure and has a proactive approachResponsible for managing and training the Reservations teamOpera Cloud & Delphi trainedMAIN RESPONSIBILITIES Be in charge of groups and related contracts. Follow up and finalise rooming lists, cover sheets, the breakfast tracker, and block washingBalancing hotel inventory between both properties. Driving commercial initiatives to fill both properties through direct and indirect channelsOverbooking properties where required to help fill as a combo element of Mercure & IbisAssisting in driving additional higher-rated leisure groups and upselling F&B offeringsClear understanding of room categories and complexity of properties for cross-selling and revenue generationEnsure that Corrections and Allowances are accurate and signed offSupport Team Members in following their checklistMake sure Fastcom commissions are checked and submittedAssure FIT and TBR have been properly integrated on the systemLiaise with conferences and events to accept/decline group room requestsEnter and track group and conference blocksEndure rooming lists and confirmations are received on timeManage cancellations, pick-up, and release datesEnsure the charges for the released rooms are communicated to the client and processedPrepare Group and Conference folders and brief departments as required for large eventsAdhere to all Reservations standards as outlined in respective manualsAssist Rooms Division Manager in achieving benchmark Data Quality scores, and maintaining a culture of collecting accurate dataTake personal responsibility to ensure that all inquiries are addressedMonitor forward reservations on a daily basisEnsure stop sells on room types, market segments, and/or rate levels are enforced when appropriateMaintain an open line of communication with the Rooms Division Manager and Revenue ManagerActively promote upselling within the reservations teamMaintain a positive selling approach to maximize yield in both occupancy and ratesEnsure the Hotel Guarantee Policy is promoted and adhered toConsistently deliver a product and service to meet the quality, standards, and expectations of customersManagement of VIP bookingsActive management of group blocks and wash. Ensuring this is managed effectively and communicated to other departmentsManagement and end-of-month balancing of complimentary roomsCustomer Relations Provide efficient, friendly and professional service to all guests.Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer SatisfactionTake initiative to ensure that interactions with our customers (internal or external) are positive and productiveWork together with trust so that colleagues and management meet the goals of the department/HotelTreat customers and colleagues from all cultural groups with respect, sensitivity, and transparency.NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role. Additional Information WHAT IS IN FOR YOU Employee benefit card offering discounted rates at Accor worldwide£5 for any name mention£200 for the Heartist of the month (Employee of the month)Free and delicious meal breaks on dutyComplimentary stays in UK and North IrelandFriends & Family discounts50% food discounts in our restaurantsPension SchemeHealth InsuranceEye Test VouchersCycle to work SchemeStaff Uniforms ProvidedLearning programs through our AcademiesWonderful and fun colleaguesOpportunity to develop your talent and grow within your property and across the worldAbility to make a difference through our Corporate Social Responsibility activities, like Planet 21Candidates must have the right to work in the UK

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