Room Reservations Team Leader

1 month ago

South West London London, London, United Kingdom Maybourne Hotel Group Full time

Room Reservations Team Leader

Mabourne

We are seeking an exceptionalRoom Reservations Team Leader(Supervisor)to join the Maybourne Reservations team at the Corporate Office.

What will you write in your Maybourne story?

Maybourne owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Beverly Hills, The Maybourne Riviera, The Emory and Surrenne.

At Maybourne It is our purpose to create stories of distinction, and we know that truly memorable experiences are made up of countless small moments. Moments where the extraordinary becomes reality.

We are building on the reputation of our heritage properties by realising a global vision to lead the future of luxury, curating distinctive and enriching experiences, from developing our digital capabilities and superior insights to enhancing our unmatched guest experience, to growing the number of hotels, spas, and residences around the world.

Who thrives here?

You are passionate for our work that drives us to exceed expectations in every way. You are warm and friendly with collaboration in your blood. You have strong ambitions for yourself and the team around you, elevating your career and the team you work with every day. You show curiosity and pay attention to the detail to anticipate what others need. You are looking for a career not a job.

The Maybourne experience

You will find a supportive, fun and nurturing team where you can bring your ideas and creative & entrepreneurial thinking to your role. We have a range of development interventions at every level and for different functional specialisms to help you design the trajectory of your career.

Main Duties & Responsibilities

The Reservations Team leader will play a key role in the development of their teams performance and will proactively make recommendations for improvement whilst always leading by example. As aRoom Reservations Team Leaderyou will be responsible for leading a team of Reservations agents and overseeing the daily Reservations operation.

The Reservations Team leader will play a key role in the development of their teams performance and will proactively make recommendations for improvement whilst always leading by example. As aRoom Reservations Team Leader (Supervisor)you will be responsible for leading a team of Reservations agents and overseeing the daily Reservations operation.

Your responsibilities will include but will not be limited to:

  • Continuously monitor and prioritise calls, emails and chat queues to ensure high value and complex enquires are escalated.
  • Manage the daily operation to ensure agreed service levels are exceeded, which includes daily rota management, adjusting priorities throughout the day and following up with under performance.
  • Ensure training is carried out on an on-going basis and standards are monitored to continually increase the performance and effectiveness of the team.
  • Overseeing and conducting the new starter training programme ensuring all new agents receive detailed and clear training in line with Reservation standards.
  • Act as a first line support for the Reservations Agents.
  • Lead by example by handling calls, emails and chats when required.
  • Ensure strong communication within the Reservations, Support office and Operational teams.
  • To maximise room revenue through cross selling and up selling;
  • Creating renowned memorable experiences for our guests.

Successful candidates for ourRoom Reservations Team Leader (Supervisor)opportunity will be able to:

  • Provide intuitive service, with absolute understanding of our guests needs to create exceptional service experiences, that result in lasting memories;
  • Demonstrate genuine dedication to Maybourne Hotel Group and show a commitment to consistent quality in our products and services;
  • Have ideally worked in a similar role within a hotel environment, however this is not a prerequisite;
  • Be a team player who is an avid learner, adaptable and has exceptional interpersonal and communication skills;
  • Strong customer care skills and ability to work under pressure, with excellent attention to detail;
  • A high standard of personal presentation with confident, professional and welcoming personality.

This is an exciting role for a talented individual who is looking for a new challenge and wants to join a fast paced and high performing team renowned for their approach and delivery of unparalleled service.

Here at Maybourne, we strive to reward our colleagues for the incredible work they do every single day. In return for your hard work and dedication we offer you:

Financial Stability

  • Excellent salary package.
  • Family Friendly company policies including enhanced Maternity and Paternity Pay.
  • Holiday allowance increase after 3 and 5 years of service.
  • Travel Season Ticket Loans.
  • Pension Scheme*.
  • Salary Sacrifice.
  • Holiday Trading.
  • Retail Discount.

Health and Wellbeing Support

  • Subsidised monthly Podiatrist and Masseuse treatments.
  • Flu vaccination vouchers*.
  • Eye test vouchers and contributions towards glasses*.
  • A dedicated team of Mental Health First Aiders & 24-hour colleague assistance helpline.
  • On and off-site Occupational Health Service.
  • Death in Service salary contribution.
  • Various wellbeing activities focused on mental and physical health.
  • A complimentary state-of-the-art all-day dining colleague restaurant serving a range of nutritious meals.
  • Cycle to Work.

Recognition and Career Development

  • Referral Scheme Introduce a Star where you can earn up to £1,500*.
  • Instant colleague recognition and award programme with generous prizes.
  • Colleague of the month nominations with generous prizes.
  • Additional paid day off to celebrate your Birthday.
  • Internal transfer and promotion opportunities.
  • In-house training and development team with a strong focus on career progression and personal growth.
  • Long service awards.

Memorable experiences

  • Preferential room rates of £50 per overnight stay for yourself or your family across the Maybourne .
  • Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.
  • 50% Food and Beverage discount* across the Maybourne.
  • Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague's Children Party, etc.)
  • Wedding and Baby gifts.
  • Retirement functions.

*Terms and conditions apply to all benefits.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.


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