Reservation Manager

4 weeks 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? We are seeking a skilled Reservation Supervisor to join our team at MERCURE.

Job Summary:

The Reservation Supervisor will be responsible for managing all reservations, ensuring efficient and pleasant guest experiences, and driving room sales in line with the hotel's sales policy. This role requires strong multitasking skills, a proactive approach, and the ability to work under pressure.

Main Responsibilities:
  • Manage all reservations, including group bookings and related contracts, ensuring accurate rooming lists, cover sheets, and block washing.
  • Balancing hotel inventory between properties, driving commercial initiatives to fill rooms through direct and indirect channels.
  • Overbooking properties as needed to help fill rooms as a combination element of Mercure & Ibis.
  • Assist in driving additional higher-rated leisure groups and upselling F&B offerings.
  • Ensure accurate Corrections and Allowances, and support Team Members in following their checklist.
  • Make sure Fastcom commissions are checked and submitted, and assure FIT and TBR have been properly integrated on the system.
  • Liaise with conferences and events to accept/decline group room requests, enter and track group and conference blocks, and ensure rooming lists and confirmations are received on time.
  • Manage cancellations, pick-up, and release dates, and ensure the charges for released rooms are communicated to the client and processed.
  • Prepare Group and Conference folders and brief departments as required for large events, and adhere to all Reservations standards as outlined in respective manuals.
  • Assist Rooms Division Manager in achieving benchmark Data Quality scores, and maintaining a culture of collecting accurate data.
  • Take personal responsibility to ensure all inquiries are addressed, monitor forward reservations on a daily basis, and ensure stop sells on room types, market segments, and/or rate levels are enforced when appropriate.
  • Maintain an open line of communication with the Rooms Division Manager and Revenue Manager, actively promote upselling within the reservations team, and maintain a positive selling approach to maximize yield in both occupancy and rates.
  • Ensure the Hotel Guarantee Policy is promoted and adhered to, consistently deliver a product and service to meet the quality, standards, and expectations of customers, and manage VIP bookings.
  • Active management of group blocks and wash, ensuring this is managed effectively and communicated to other departments, and management and end-of-month balancing of complimentary rooms.
Customer Relations:
  • Provide efficient, friendly, and professional service to all guests.
  • Lead by example when attending to guest requests, show efficiency in constantly striving to provide Total Customer Satisfaction.
  • Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, work together with trust so that colleagues and management meet the goals of the department/Hotel.
  • 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.

What's in it for you:
  • 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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