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Commercial Office Supervisor

3 months ago

Woking, 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 up-sell.
- Ensure a rapport and good relationship with the customers over the phone and in person when events are in-house.
- 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 pro-active 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 co-ordinate 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 back-up 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