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Cluster Reservations Manager

2 months ago

West London London, London, United Kingdom Montcalm Collection Full time

CLUSTER RESERVATIONS MANAGER

About Montcalm Collection

United by timeless style and peerless service, Montcalm Collection is Londons compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the citys story.

The hotels in the collection include a storied city-slicker, housed in the former headquarters of the Royal Mail: Montcalm Royal London House. A property with a bold new perspective at Montcalm East, part of Marriotts Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queens Gardens, both part of Design Hotels.

Overview

Montcalm Collection are looking for a skilled and ambitiousCluster Reservations Managerto join our team. Help to shape the Montcalm Collections next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

Benefits

Collaborative and empowering team dynamics.

Pathways for promotions and growth within the brand.

Recognition and Rewards Program.

Access to an array of discounts via our Benefits Platform.

Comprehensive training through Certified Classroom and E-Learnings.

28 holidays annually, inclusive of 8 bank holidays. Additional holidays post 2-year tenure.

Health incentives: Cash-back on optical, dental, chiropractic, and physio services.

Concession on gym memberships.

Nutritious meals provided during shifts.

Complimentary dry-cleaning service for uniforms.

Inclusive pension schemes

Key Responsibilities

Oversee the day-to-day operations of the reservations department, ensuring smooth and efficient handling of all reservations inquiries and bookings.

Manage room inventory and allocate rooms according to availability and guest preferences.

Monitor and manage the hotels room rates and availability on various distribution channels, including the hotels website, third-party OTAs, and GDS.

Lead, train, and develop a team of reservations agents and group coordinators ensuring they deliver high-quality service and adhere to hotel standards.

Conduct regular performance reviews and provide coaching and feedback to enhance team performance.

Create and manage work schedules, ensuring adequate staffing levels to meet guest demands.

Collaborate with the revenue management team to implement pricing strategies that maximize occupancy and room revenue.

Analyse booking patterns and market trends to forecast demand and adjust rates and availability accordingly.

Monitor competitor pricing and market conditions to stay competitive in the luxury segment.

Ensure all guest inquiries and requests are handled promptly, professionally, and in line with the hotels luxury standards.

Handle VIP and special reservation requests, ensuring all guest preferences and needs are well communicated to the teams in the hotels.

Address and resolve any guest complaints or issues related to reservations with tact and professionalism.

Develop and maintain relationships with VIP clients, travel agents, and corporate partners.

Ensure that all guest interactions reflect the luxury brands high standards of service.

Oversee the use of the hotels reservations system, ensuring accuracy and efficiency in data entry and booking processes.

Generate regular reports on reservations activity, room occupancy, and revenue performance.

Work closely with the sales and marketing teams to support promotional campaigns and group bookings.

Collaborate with other departments to ensure seamless integration of reservations processes with other hotel operations.

Assist in developing and implementing marketing strategies to drive direct bookings and reduce reliance on third-party channels.

Provide insights and feedback to the marketing team on guest booking behaviours and preferences.

This job description is designed to outline primary duties and conditions related to the Cluster Reservations Manager position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.

Key Attributes:

Extensive knowledge of luxury hotel operations and market dynamics.

Excellent communication, leadership, and interpersonal skills.

Ability to work under pressure, manage multiple priorities, and meet deadlines.

Strong analytical and problem-solving skills and attention to detail.

Passion for luxury hospitality and a commitment to excellence.

Working Conditions:

Full-time position, with flexibility required to accommodate the demands of the role.

Flexibility to work weekends, holidays, and evenings as needed.

Essential Qualifications

Bachelors degree in Hospitality Management, Business Administration, or a related field.

Minimum of 5 years of experience in reservations role, with at least 2 years in a managerial position.

Strong knowledge of reservations systems (e.g., Opera, SynXis, etc.) and channel management tools.

Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Eligibility

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer

At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives each individual brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we are dedicated to providing a workplace free from discrimination and prejudice.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this particular role.


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