Cluster Reservations Manager

4 weeks ago

West London London, London, United Kingdom Dorsett Shepherds Bush Full time

An exciting opportunity for a Cluster Reservations Manager to join Dorsett Shepherds Bush London and daO by Dorsett West London our aparthotel, with another two new hotels currently under development set to open later this year, including 1 that is part of our new serviced apartment brand, daO by Dorsett North London, and another full-service Dorsett hotel in Canary Wharf. In this role, you will be responsible for the reservations department, and will lead efforts to drive a quality and seamless guest experience through our reservations team management, with the reporting line to Cluster Director of Revenue. You'll work closely with the Sales and Revenue departments to maximise revenue, ensuring all data, reporting and systems are updated, responding to guest calls, emails, and enquiries for room reservations, groups, and general information, and taking reservations from enquiry to the confirmation stage.

Duties & Responsibilities:

Day to day management of the central reservations team, managing enquires relating to leisure groups and transient reservations across all London hotels

Maximise conversion of all direct booking enquiries through electronic or voice channels.

Work with hotel management teams in the group to help grow and maximise their revenue

Manage guest feedback from start to finish, including coaching and training the team to continually improve

Ensure all guests are quoted and billed correctly and relevant checks are made ref payments

Manage no-shows cancellation policy

Create, update and follow relevant department SOPs

Drive for increased conversion metrics across all bookings, upsells and loyalty program enrolments

Ensure recognition of regular guest profiles and allocation of rooms

Train, coach and develop members of the reservations team

Who are we looking for?

Be a hands-on manager who leads from the front and can drive a quality guest experience through our reservations team

Ability to manage and inspire a fast-paced high-performing central reservations team who service a 24/7 business

Exceptional presentation and communication skills with both guests and across all other hotel departments

Enthusiastic, self-motivated, proactive, resourceful with excellent attention to detail

Be personable, engaging and customer service focused

Understand our KPI's and be able to drive and maintain standards within the team

Have a strong understanding of how the reservations team impacts the hotel's profitability

Experience & Qualifications

Previous experience working as a Reservations Manager in for a 4* - 4* Deluxe hotel or multi-site Central Reservations Manager experience is preferable

A strong command of both written and spoken English is required; additional languages an asset.

Highly computer literate with a high-level command of Excel.

Knowledgeable of hotel technology: Opera PMS, OTA Extranets and Siteminder is a plus

In return you will receive:

28 days holidays

Learning and development opportunities

Free Eye Test

Introduction Bonus

Friends and Family discount with any of our hotels

Social Events

An opportunity to be involves with our ESG Sustainability Programme

A bit about us

Dorsett Hospitality International has grown by leaps and bounds with more than 60 hotels across China, Malaysia, Kuala Lumpur, Singapore, Japan, Australia, the United Kingdom, and Continental Europe; with many more properties planned in the development pipeline. There are currently 2 hotels in the UK, Dorsett Shepherds Bush and Dao by Dorsett West London, with 2 more currently under development set to open later this year (Dao by Dorsett North London and Dorsett Canary Wharf).

Dorsett is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Thank you for taking the time to apply for this opportunity with Dorsett Hospitality International. If you do not hear from us within 14 days of your application, then unfortunately, your application has been unsuccessful on this occasion. May we take this opportunity to wish you all the best for the future.


AMRT1_UKCT

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