Commercial Office Supervisor

1 week ago

Woking, Surrey, United Kingdom DoubleTree by Hilton – Woking Full time

Job Ref:
CRI2639

Branch:
DoubleTree by Hilton - Woking

Location:
DoubleTree by Hilton - Woking, Woking

Salary/Benefits:
Competitive Salary

Contract type:
Permanent

Hours:
Full Time

Hours per week:40

Posted date:17/06/2024

Closing date:31/07/2024

Here at Crimson Hotels, we know our colleagues are key to our success.

That's why we're passionate about offering limitless opportunities for career progression, personal growth as well as a supportive and empowering work environment.

Not only that, we also offer a host of exceptional team member benefits too.

We're looking for a friendly and passionate Commercial Office Supervisor to join our team.

Key Job Responsibilities:

  • Handle all group enquiries five rooms or more, whether related to ME business or bedrooms only enquiry. Tasks related to, but not limited to contracting, yielding / negotiating, invoicing and billing.
  • Assist the ME function to ensure maximum revenue capture.
  • To follow all departments' procedures and daily routine as directed and ensure completed within required timeframes.
  • Input and management of ONQ / RI / Delphi
  • To ensure you have a thorough understanding of guest requirements and forward all client details to relevant departments, i.e. Reception, ME Operations, Reservations and Accounts.
  • Communicate any changes in guest's requirements to the relevant department.
  • Ensure all correspondence with the guest is of a high standard.
  • Always match the product with guest requirement, taking every opportunity to upsell.
  • Ensure a rapport and good relationship with the customers over the phone and in person when events are inhouse.
  • Attend weekly meeting to ensure clear communication of function sheets, including any additional sales information.
  • Use information gained from clients to other internal parties/central sales.
  • Assist in sending out feedback forms, compiling results to communicate and action.
  • Ensure all comments are recorded and acted upon accordingly.
  • Demonstrate a proactive approach to your work.
  • Actively demonstrate proactive sales activities. Identify sales leads and act upon them.
  • Show willingness to take on additional responsibilities when necessary.
  • To have a good understanding of hotels' products and brand expectations.
  • Answer all incoming calls and handle them within 8 business hours.
  • To coordinate any meeting organiser or client visits to the hotel.
  • To ensure you have a good understanding of budgets and targets.
  • Ensure group / conference bills are thoroughly checked and charged and final bill sent to accounts with all relevant backup when necessary.
  • To undertake special duties or work outside the normal daily/weekly routine, but within the overall scope of the position at the request of your Line Manager/General Manager.
  • Participate in audit for conference and events partials, ensuring relevant offers and promotions are up to date.

Self-Management

  • Comply with hotel rules and regulations and provisions contained in the employment handbook, policies, and procedures. This includes grooming and uniform standards and timekeeping and attendance policies.
  • Ensure training requirements are up to date as all times.
  • Actively participate in training and development programs and maximise opportunities for self development.

Customer Service

  • Demonstrate service attributes in accordance with Brand requirements, industry expectations and company standards to include:
  • Being attentive to guests/clients
  • Accurately and promptly fulfilling guest/clients' requests
  • Understand and anticipate guest needs
  • Maintain a high level of knowledge which will enhance the guest/ client experience
  • Demonstrate a service attitude that exceeds expectations
  • Take appropriate action to resolve guest complaints
  • Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
  • Be able to promote the hotel (and Crimson Group generally) products and services.

Health Safety Security

  • Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.
  • Familiarise yourself with emergency and evacuation procedures.
  • Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.

Why join Crimson Hotels? Benefits and perks.
As part of our team, you'll have access to a wide range and benefits, including:

  • Health Wellbeing Cash Plan
  • Discount program for you, your friends family to stay in over 7,200 Hilton portfolio of hotels around the world starting from £40 a night.
  • Life Assurance Scheme
  • Pension Scheme
  • Complimentary meals on duty
  • Opportunities for internal career progression
  • Dry cleaning and uniform laundering on duty
  • Professional training and development opportunities
  • Paid birthday day off
  • Cashback and discount platform fo

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