Supervisor of Reservations
hace 3 semanas
Job Title: Reservation Supervisor
Job Summary:
We are seeking an exceptional Reservation Supervisor to join our team at Mercure & ibis London Earls Court and Barnaby's Restaurant & Bar. As a key member of our reservations team, you will be responsible for managing all reservations, increasing room sales, and ensuring seamless guest experiences.
Main Responsibilities:
- Be in charge of groups and related contracts, ensuring all group reservations are dealt with in an efficient and pleasant manner.
- Follow up and finalise rooming lists, cover sheets, the breakfast tracker, and block washing, balancing hotel inventory between both properties.
- Drive commercial initiatives to fill both properties through direct and indirect channels, overbooking properties where required to help fill as a combo element of Mercure & Ibis.
- Assist in driving additional higher-rated leisure groups and upselling F&B offerings, ensuring that Corrections and Allowances are accurate and signed off.
- Support Team Members in following their checklist, making sure Fastcom commissions are checked and submitted, and assuring FIT and TBR have been properly integrated on the system.
- Liaise with conferences and events to accept/decline group room requests, enter and track group and conference blocks, and endure rooming lists and confirmations are received on time.
- Manage cancellations, pick-up, and release dates, ensuring the charges for the released rooms are communicated to the client and processed, and prepare Group and Conference folders and brief departments as required for large events.
- Adhere to all Reservations standards as outlined in respective manuals, assist Rooms Division Manager in achieving benchmark Data Quality scores, and maintaining a culture of collecting accurate data.
- Take personal responsibility to ensure that all inquiries are addressed, monitor forward reservations on a daily basis, and ensure stop sells on room types, market segments, and/or rate levels are enforced when appropriate.
- Maintain an open line of communication with the Rooms Division Manager and Revenue Manager, actively promote upselling within the reservations team, and maintain a positive selling approach to maximize yield in both occupancy and rates.
- Ensure the Hotel Guarantee Policy is promoted and adhered to, consistently deliver a product and service to meet the quality, standards, and expectations of customers, and manage VIP bookings.
- Active management of group blocks and wash, ensuring this is managed effectively and communicated to other departments, and management and end-of-month balancing of complimentary rooms.
- Customer 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 Satisfaction, and take initiative to ensure that interactions with our customers (internal or external) are positive and productive.
What's in it 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 duty
- Complimentary stays in UK and North Ireland
- Friends & Family discounts
- 50% food discounts in our restaurants
- Pension Scheme
- Health Insurance
- Eye Test Vouchers
- Cycle to work Scheme
- Staff Uniforms Provided
- Learning programs through our Academies
- Wonderful and fun colleagues
- Opportunity to develop your talent and grow within your property and across the world
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
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