Reservations Manager

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, London Salary: 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 IND1

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