Reservation Supervisor

Department: Reservation

Reports to: Reservation Manager

Mercure & ibis London Earls Court and Barnaby’s Restaurant & Bar provide guests with a warm welcome and spacious and comfortable accommodations with breath-taking views of the London skyline currently in the exciting process of a refurbishment with the aim to shift our hotel to a four-star hotel and new branding. Our new goal is to find the right candidates to be part of this amazing project to help us during the evolution to become a modern, stylish and innovative 12-storey hotel. The hotel is about to undergo a very unique project resulting in a dual branding stylish and modern hotel with a combination of 3* and 4* product.

The perfect profile is someone who is passionate about creating real relationships with our customers and making them feel at home! Looking for the third Guest Relation Manager to join our proactive, dynamic and fun team.

Our promise is caring and impeccable service. We nurture a real passion for service and achievement beyond limits. 

Our mission is to make the impossible possible to realise your dreams. 

POSITION OVERVIEW

• Responsible for all reservations over the phone and by email
• Increases and optimises room sales in line with the brand and hotel’s sales policy
• Ensures all group reservations are dealt with in an efficient and pleasant manner
• Multi tasks while under pressure and have a proactive approach
• Responsible for managing and training the Reservations team
• Opera Cloud & Delphi trained

MAIN RESPONSIBILITIES

Duties

• Be in charge of groups and related contracts. Follow up and finalise rooming lists, cover sheets, the breakfast tracker, and block washing
• Balancing hotel inventory between both properties. Driving commercial initiatives to fill both properties through direct and indirect channels
• Overbooking properties where required to help fill as a combo element of Mercure & Ibis
• Assisting in driving additional higher-rated leisure groups and upselling F&B offerings
• Clear understanding of room categories and complexity of properties for cross-selling and revenue generation
• Ensure that Corrections and Allowances are accurate and signed off
• Support Team Members in following their checklist
• Make sure Fastcom commissions are checked and submitted
• Assure FIT and TBR have been properly integrated on the system
• Liaise with conferences and events to accept/decline group room requests
• Enter and track group and conference blocks
• Endure rooming lists and confirmations are received on time
• Manage cancellations, pick-up, and release dates
• Ensure the charges for the released rooms are communicated to the client and processed
• Prepare Group and Conference folders and brief departments as required for large events
• Adhere to all Reservations standards as outlined in respective manuals
• Assist Rooms Division Manager in achieving benchmark Data Quality scores, and maintaining a culture of collecting accurate data
• Take personal responsibility to ensure that all inquiries are addressed
• Monitor forward reservations on a daily basis
• Ensure stop sells on room types, market segments, and/or rate levels are enforced when appropriate
• Maintain an open line of communication with the Rooms Division Manager and Revenue Manager
• Actively promote upselling within the reservations team
• Maintain a positive selling approach to maximize yield in both occupancy and rates
• Ensure the Hotel Guarantee Policy is promoted and adhered to
• Consistently deliver a product and service to meet the quality, standards, and expectations of customers
• Management of VIP bookings
• Active management of group blocks and wash. Ensuring this is managed effectively and communicated to other departments
• Management and end-of-month balancing of complimentary rooms

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive
• Work together with trust so that colleagues and management meet the goals of the department/Hotel
• Treat customers and colleagues from all cultural groups with respect, sensitivity, and transparency.

NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.

WHAT IS IN FOR YOU

• Employee benefit card offering discounted rates at Accor worldwide
• £5 for any name mention
• £200 for the Heartist of the month (Employee of the month)
• Free and delicious meal breaks on duty
• Complimentary stays in UK and North Ireland
• Friends & Family discounts
• 50% food discounts in our restaurants
• Pension Scheme
• Health Insurance
• Eye Test Vouchers
• Cycle to work Scheme
• Staff Uniforms Provided
• Learning programs through our Academies
• Wonderful and fun colleagues
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

Candidates must have the right to work in the UK