Reservation Manager

23 hours ago

London, Greater London, United Kingdom MERCURE Full time
Job Title: Reservation Supervisor

Are you a highly organized and detail-oriented individual with excellent communication skills? Do you have a passion for delivering exceptional customer service and ensuring seamless hotel operations?

Job Summary:

We are seeking a skilled Reservation Supervisor to join our team at MERCURE. As a key member of our reservations team, you will be responsible for managing all reservations, ensuring efficient room sales, and providing exceptional customer service.

Key Responsibilities:
  • Manage all reservations, including phone and email inquiries
  • Optimize room sales to meet brand and hotel sales policies
  • Ensure efficient and pleasant group reservations
  • Multi-task under pressure and maintain a proactive approach
  • Train and manage the Reservations team
  • Operate Cloud & Delphi systems
Main Responsibilities:
  • Oversee group reservations and related contracts
  • Finalize rooming lists, cover sheets, breakfast trackers, and block washing
  • Balance hotel inventory between properties
  • Drive commercial initiatives to fill properties through direct and indirect channels
  • Overbook properties to fill as a combo element of Mercure & Ibis
  • Assist in driving higher-rated leisure groups and upselling F&B offerings
  • Ensure Corrections and Allowances are accurate and signed off
  • Support Team Members in following their checklist
  • Check and submit Fastcom commissions
  • Ensure FIT and TBR are properly integrated on the system
  • Liaise with conferences and events to accept/decline group room requests
  • Enter and track group and conference blocks
  • Ensure rooming lists and confirmations are received on time
  • Manage cancellations, pick-up, and release dates
  • Communicate and process released room charges to clients
  • Prepare Group and Conference folders and brief departments as required for large events
  • Adhere to Reservations standards as outlined in respective manuals
  • Assist Rooms Division Manager in achieving benchmark Data Quality scores
  • Take personal responsibility to address all inquiries
  • Monitor forward reservations daily
  • Enforce stop sells on room types, market segments, and/or rate levels when appropriate
  • Maintain open communication with Rooms Division Manager and Revenue Manager
  • Actively promote upselling within the reservations team
  • Maintain a positive selling approach to maximize yield in occupancy and rates
  • Ensure Hotel Guarantee Policy is promoted and adhered to
  • Deliver a product and service meeting quality, standards, and customer expectations
  • Manage VIP bookings
  • Effectively manage group blocks and wash, communicating with other departments
  • Manage and balance complimentary rooms at the end of the month
Customer Relations:
  • Provide efficient, friendly, and professional service to all guests
  • Lead by example when attending to guest requests, striving for Total Customer Satisfaction
  • Take initiative to ensure positive and productive interactions with customers and colleagues
  • Work together with trust to meet department and hotel goals
  • Treat customers and colleagues from all cultural groups with respect, sensitivity, and transparency

NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.

Additional Information:
  • 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

Candidates must have the right to work in the UK

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