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Reservations Manager Frasers Hospitality

2 months ago

London, United Kingdom Frasers Hospitality Full time
Role: Reservations Manager, Frasers Hospitality - Maternity Cover (9-month Fixed Term Contract)Location: South Kensington, LondonSalary: Competitive Salary 

Frasers Hospitality, a member of Frasers Property Group, is a global hospitality leader. As the world’s leading brand in serviced apartments and hotel residences, we deliver gold standard hospitality in cities across Asia, Australia, Europe, the Middle East and Africa. A true global brand with a friendly feel, our staff are connected through our shared vision and four core values, collaborative, real, respectful, and progressive. Passionate about promoting from within, our culture is one which is fostered by the continual learning and development needs of our staff.

Frasers Hospitality owns and operates 7 properties in the UK. Brands include Fraser Suites, Fraser Place and Fraser Residence, as well as Park International Hotel. These perfectly located properties can be found in London, Edinburgh and Glasgow providing guests with a comfortable and luxurious experience. Perfect for both business and leisure travelers, our accommodations are available for both short and long stays.

We have an exciting opportunity for a Reservations Manager to join us on an initial 9-month Maternity Cover basis, and take responsibility for managing the Reservations Sales team in our London offices. You will be responsible for driving the sales culture and high service standards that our guests expect. You will be a proactive and commercial thinker, able to challenge the norms and drive a sales culture. The reservations team are key to ensuring no booking is overlooked or unanswered and no opportunity is unconverted. You will play a key role ensuring this happens.  What you'll be doing as Reservations Manager:
  • P&L delivery across all revenue streams and cost lines linked to CSO
  • To ensure the objectives for the CSO function.
  • To run shift patterns within the Sales Centre operating times and ensure the right level of supervisory/management cover is provided   
  • To manage peaks and troughs in call volumes and ensure the right resources are available at the right time
  • To work with the Group Distribution, Sales and Revenue Directors, to ensure focus hotels are supported in line with business needs and prioritised in a timely manner
  • To be the primary contact for GMs and/or hotel teams to escalate areas of concern and minimise and potential risks to business.
  • To manage the Reservation(s) Supervisor roles
  • To ensure Sales Agents are developing relationships with guests to further enhance the brand proposition within the market
  • To take responsibility for all SOP’s and P&Ps for Reservations Services, ensuring they are reviewed on a regular basis and are fit for purpose
  • To communicate regularly with hotels to ensure we are working as one team to achieve our goals and overcome any obstacles
  • To ensure the telephony is working effectively; managing the set-up of the lines and numbers for our guests, both within the Central Sales Office and across the estate 
  • To cascade leads for new clients identified to relevant sales managers, for them to profile the client and maximise future potential
  • To maintain regular communication with the central and property teams, to share key messages and share best practice
  • To work closely with the Operations Directors and GMs, to ensure we consistently delivering
  • To share guest feedback, ensuring we consistently learning from any errors, evolving our offering in line with feedback, trends and client needs
  • To develop a close working relationships with all departments and colleagues to ensure guest expectations are met by instilling a positive sales culture within hotels
  • To think outside the box seeking out new opportunities and improved ways of working to benefit customers and the operational efficiency of the center
 What we're looking for:
  • Previous experience managing a busy sales and call centre environment
  • Commercial experience in writing and delivering budget with monthly P&L reviews
  • Proven track record in driving a sales culture within a sales/contact centre environment
  • HMS, Opera and Zonal experience is advantageous
  • Excellent communication skill - verbal, written and oral 
  • Management experience from within the travel sector ideally gained within hotels or hospitality venues is beneficial
  • Additional European language would be advantageous
  • Proficient use of Microsoft Office
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In addition to competitive rates of pay we offer:

  • Heavily discounted Staff & Friends and Family Rates at Frasers Hospitality.
  • Fully funded Apprenticeship programmes that support you in developing your career
  • High Street Discounts on a range of high street shops, experiences, holidays and much much more.
  • Cycle to work scheme – save up to 40% on a wide range of bikes.
  • Healthcare Cash Plans - dental, optical, medical and more available from £5 per month
  • Referral schemes that pay up to £1500 (just for getting your friends a job).
  • Uniforms are provided.
  • We work with Wagestream giving instant access to your pay as it’s earnt. Wagestream is a tool for everyday life that lets you get paid your way by letting you track your wages in real time, stream up to 50% of the money you’re already earned, learn easy tips to manage your money better and save direct from your salary.
  • We are passionate about wellbeing and mental health, and we are working towards having fully qualified Mental Health First Aiders in each property.
  • Employee Assistance Programme – free, confidential advice available 24/7 to you and your family.
  • Additional day off for your birthday.

 

Our Sustainability Goals:

  • 100% of our electricity is generated using renewable energy.
  • We recycle, have removed single use plastic from our day-to-day operation and are members of Green Tourism with all UK properties boasting Silver or Bronze accreditations.  In the UK sustainability is a key focus for everyone.
  • We have moved to a chemical free cleaning system in our  properties with an enzyme based eco-friendly system for apartment kitchens.
  • Volunteer to work for sustainable charities 2 days per year on full pay instead of your normal workplace.

 

Interested?? Click Apply Now


Frasers Hospitality is an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.