Head of Central Reservations

6 months ago

Sevenoaks, United Kingdom Hand Picked Hotels Full time

**About the Company**:
Hand Picked Hotels is a beautiful collection of 21 privately owned, luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location, from Scotland to the Channel Islands, offering breath taking views, from vast countryside to expansive beaches, to lush woodlands. Dedicated to creating unique and enchanting stays, curated personalised service runs through the heart of every hotel. Delivered by warm and caring colleagues, Hand Picked Hotels are the perfect places for guests to unwind, relax and be pampered. With every need taken care of, the team at each hotel ensures every guest has a magical experience, encouraging them to return time and again.

Hand Picked Hotels was founded in 2001 by owner, Chairman Julia Hands MBE. Whilst each hotel is individual, every property fulfils the company values of family, individuality, community and care, ensuring a hand picked experience for every guest and employee.

We are currently recruiting for a Head of Central Reservations to head up our reservations team based at our reservations office located in the ground of Crathorne Hotel, Yarm, North Yorkshire.

**About the Role**:

- The role of Head of Reservations for the Group Reservations will be responsible for setting the strategy for the Central Reservations Office in line with the overall strategy for Hand Picked Hotels.
- Reporting to the Group Director of Sales this role will manage the reservations team in the Group Reservations Office, driving a sales culture and expectational service level delivery, in line with LQA standards.
- Be responsible for ensuring call conversions are met in line with the KPI’s, whilst maximising revenues in line with budgeted expectation.
- Proactively manage the commercial delivery of the Group Reservations Office.
- As a leader within the Hand Picked management team it is essential you are able to demonstrate a detailed knowledge and understanding of our company Brand Values and these are displayed in the way they go about their role at all times.
- The Head of Central Reservations will be responsible for managing and coaching a team maintaining high standards of customer service, revenue and up sell opportunities.
- Instil a positive sales culture within the team, driving hunger for sales and ensuring high energy levels of customer engagement and emotional intelligence are maintained at all times by all Team Members.
- Conduct regular reviews of staff performance, identifying training needs, ensuring that are actioned both timely and effectively. Manage the team rostering ensuring this remains within the payroll budgets whilst ensuring resources are deployed in line with business hours and demands.

**About you**:

- To be considered for this role is essential you have current hotel reservations experience with an understanding of meetings and events.
- Be able to demonstrate understanding of the luxury hospitality industry and have the ability to drive and support the transformation of the Hand Picked brand.
- A minimum of 3 - 5 years experience of Customer Service, Contact or Central Reservations Teams in managerial positions, within luxury and high touch customer service environments within the hospitality industry.
- A degree in Hospitality Management with preferable experiences in the luxury hotel industry or hospitality industry.
- Hands on, energetic and resilient, with an ability and desire to lead true change management and coach individuals towards customer service excellence.
- Familiarity with customer service technologies and booking systems such as Mitel Ignite, Opera or comparable systems.
- Can demonstrate the ability to critically evaluate and challenge current work practices; is an innovator and able to think laterally.
- Must have excellent people leadership with a proven track record of leading teams, to support, drive and motivate to achieve pre-agreed business targets.
- A passion for data driven results and excellence, being able to show tangible results to our teams of how data quality improves efficiencies and guest experience.
- Confident with presenting at board level and to senior stakeholders and able to articulate their strategy and the reasoning behind it.
- It is vital you are a multi-tasker with the ability to stay organised and focused when presented with multiple projects.
- Able to drive is required to due to the location of the office.

**Company Benefits**:

- A competitive salary package.
- Company pension scheme with a generous employer contribution.
- Life assurance scheme.
- Employee Assistance Program to support you with whatever life throws at you.
- Company Sickness Scheme Benefit.
- 28 days holiday per year including Bank Holidays, which will increase with length of service to a maximum of 33 days per year including Bank Holidays.
- Forward career progression, with access to our In House an

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