Assistant Reservations Manager, The Savoy Hotel

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

Job Title: Assistant Reservations Manager  

Department: Reservations  

Inspired and supported by: Director of Reservations 

Your purpose will be: 

To work with the Reservations team to help contribute towards promoting and selling of The Savoy bedrooms and facilities. 

You will be accountable for: 

• Assist Reservations Manager with strategic commercial goals, by finding ways to drive additional revenue.  

• Actively manage team’s performance: difficult conversations, probations, appraisal reviews.  

• Creating SOPs to for training colleagues and maintaining standards. 

• Coaching and benchmarking of the team’s performance and standards: Forbes, LQA, The Savoy, Sales SMART goals and inquiry leads.  

• Take and process enquiries ensuring they are entered correctly into PM in accordance with the guest’s needs and the Hotels requirements. 

• Respond to enquiries via the website, Email and letter, in a timely manner with the appropriate level of efficiency and sales technique. 

• Sell the rates that are indicated in the PM system, always endeavouring to upgrade the guest. 

• Have a good knowledge of the Hotels facilities – Food and Beverage outlets, in order that these facilities can be sold to the guest. 

• Booking of Restaurants in the hotel and ensuring that these bookings are satisfactorily communicated. 

• Assisting with the procedure for group bookings – inputting of rooming list, and group amendments. 

• Undertake tasks in a timely manner that have been delegated to you by the Reservations Manager and/or the Revenue Manager. 

• Assist with the building of packages and rate codes. 

• Attend HOD meetings and any additional meetings that might arise, which will directly involve the reservations department, in absence of Reservations Manager.  

• Ensure clear communication channels and methods with all other departments to facilitate complete guest service 

• Liaise with and ensure clear communication channels and methods with all other departments to facilitate complete guest service. 

Your key responsibilities & contribution will be: 

• Assist with scheduling of rotations and timekeeping for the department.   

• To manage, maintain and provide training of all relevant technology systems including PMS, Royal Service Manager, MFR, Silverware and Mitel. 

• Providing support, coaching and training for the team in telephone and email manners – Forbes, LQA, The Savoy standards.  

• Monitoring the accuracy of the teams work and the standard that we are acquired to follow; benchmarking their success – I-Audit, spot check.  

• Creating SOPs to for training colleagues and maintaining standards. 

• Managing team’s difficult conversations 

• Actively managing team’s performance.  

What you will need to do in this role? 

• 1 to 3 years’ experience in supervisory or leader role within the Rooms Division in a five-star luxury hotel. 

• Proven effective development of others 

• Excellent interpersonal and communications skills 

• Highly organised, goal and results oriented person 

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues. 

What’s in it for you?

• Competitive salary, pension, and life assurance
• 31–33 days of holiday (including public holidays)
• Cashback for wellbeing/healthcare expenses & Perkbox
• Exclusive discounts:
  • Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included)
  • 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants
  • 20% off at other Gordon Ramsay restaurants and Restaurant 1890
• Free stay at The Savoy after probation
• Colleague restaurant, interfaith prayer room and wellness room
• Laundry services for all colleagues
• Gym access, cycle-to-work scheme and Virgin Active membership discount
• Season ticket loan for commuting
• Employee assistance program
• English classes, optician reimbursements, and local discounts for F&B and retail