Reservation Supervisor

1 day ago


London, United Kingdom The Ivy Collection - Support Office Full time

**Purpose of the Role**

As Reservation Supervisor, you will be responsible for supporting the reservation department in day to day duties across The Ivy Collection Restaurants. You will manage, support, and maintain regular appraisals with your team of agents. Key responsibilities are to deal with the day to day support of the reservation department and to ensure organisation of the team and company standards are met. Your day to day role will include reporting, organising schedules, training and ensuring standards are met. It is crucial that this applicant is a firm but fair person with clear communication skills and able to multitask in a fast paced environment.

**Key Responsibilities**

**_
Reservations:_**
- To support company supervisors across all reservations teams.
- Responsible to be the Duty manager at the weekends across whole group.
- To manage a report and communicate it weekly to Reservations Manager providing feedback, issues & successes from agents and team leaders.
- Daily supervising of reservation agents and supporting them on queries.
- Responsible for communication between restaurant teams and reservations team.
- Supporting Reservations Team Manager on monitoring agent performance.
- Raising issues and feedback with team manager regarding agent performance.
- Dealing with complaints from guests.
- Setting up new starter accounts.
- Reporting regularly to Head of Reservations.
- To meet expected KPIs and targets set by management.
- To support on phone calls when the business requires.
- To be able to flag system anomalies and ensure guest profiles are kept clean.
- Able to create and delegate contingency plans when business requires.
- To work with reservations manager to ensure agents are updated with relevant information and changes.
- Distributing daily task list for the reservation agents.
- To listen to calls on a regular basis to ensure standards are met and report back to team manager.
- To assist the team with the day to day operations.
- Supporting the team with restaurant and guest enquiries.
- To ensure company policy is always communicated to the team.
- To maintain a positive and fair work attitude across all team members. - To ensure daily call targets are met. - To manage systems that are set up within the reservations department to ensure accurate handling and monitoring of phone calls. Any other tasks may be required as per business needs.

INDFOH



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