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Reservations Supervisor

4 months ago

Glasgow, United Kingdom Virgin Hotels Full time

**Job Ref**:VIR1091

**Branch**:Virgin Hotels Glasgow

**Location**:Virgin Hotels Glasgow, Clyde Street, Glasgow

**Salary/Benefits**:£26,500 + great Virgin Perks + overtime pay

**Contract type**:Permanent

**Hours**:Full Time

**Posted date**:11/05/2023

**Closing date**:24/06/2023

**Who we are**:
We love what we do and what we do is important We believe that everyone should leave feeling better - this means not just our guests and owners, but also our teammates. Everyone should go home feeling better because they learned something new or had fun working that day.

**Why work with Virgin Hotels**:
Because it is fun, of course But we appreciate that fun isn’t always enough - what else is in it for you?
- A day off for your birthday
- Generous family friendly policies and allowances
- Teammate discount at Virgin Hotels and 20 other Virgin brands
- Training and development including apprenticeships
- Teammate meals provided
- 4 x your salary life assurance policy
- Employee Assistance Program and Company sick pay

**Your mission**:
**_ Should you decide to accept it _**

This isn’t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope reservations, then this just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service. We will support company reservations policies, pricing, market strategy, yield, distribution/selling strategies, and revenue management best practices. Adhere to the policies put in place by management to ensure a smooth reservations process and deliver 100% guest satisfaction while assisting in revenue optimization through full utilization of company service standards, systems, business processes and specifications implemented by the Director of Revenue

**The Nitty-Gritty**:
**_ What exactly you will be doing _**
- Oversee and lead the Reservations team, and deputise in absence of Reservations Manager
- Maintain daily operations and effective running of the Reservations Department
- Assist in creating daily/weekly/monthly tasks for the team
- Maintain the Virgin “Tone of Voice” while answering all phone calls, upholding the culture level of standards set by the management team.
- Establish strong relationships with the other departments (Front Office, Accounts, Sales, etc.)
- Drive the team to achieve goals (Revenue and Quality targets set and agreed with the Director of Revenue, i.e. Up selling, No show revenues, Test calls, etc.) and develop new ideas to improve processes
- Monitor all incoming Reservations and correspondence, ensuring all requests are responded within 3 hours in accordance to the company’s standards and ensure the inbox is cleared by the end of the day.
- Ensure all administrative procedures are completed accurately and in accordance with the departmental and Hotel guidelines
- Handle group rooming list entry including awarding contractual concession assignment and establishing accurate billing
- Anticipate group needs whenever possible and alerts groups in advance to sold out dates over group block or sold out pre and post dates to eliminate surprises at the time the rooming list is submitted
- Assist in ensuring all accurate, up to date contract information, rate agreements, data input into HMS and Synxis system, for both existing and new clients
- Create and implementation of the departmental SOPs and ensure that are kept up to date and cascaded to the team
- To assist in leading, motivating and training all Reservations teammates in all aspects of their job, including Health Safety procedures; ensure training plans and records are up-to date

**Background must-have**:

- Current right to work in the United Kingdom
- High school or equivalent education required
- At least one year of hotel or reservations experience
- Ability to clearly and pleasantly communicate in English
- Excellent interpersonal and communication skills
- Proficient in MS Word, PowerPoint, Outlook and Expert in MS Excel
- Virgin Hotels celebrates diversity and welcomes teammates from all backgrounds. We are proud to be an inclusive and Equal Opportunity Employer._

What do you get when you mix innovative design that defies expectation, wit that defines a culture and an infamously tireless approach to hospitality and entertainment? Well, the perfect partnership of Virgin Hotels and the spirit of Glasgow, of course. Within this match made in heaven you’ll discover chambers that put you in the drivers seat, food and beverage spaces that marry the best of global trends with local produce and Glasgow city views the likes of which you’ve never seen. And we’re just getting started. Step inside to find your new favourite place to be.