Reservations & Groups Supervisor

Salary: £36,000 per year

Reservations and Groups Supervisor

Department: Reservations & Groups Department

Reports to: Reservations & Groups Manager

General Scope of Role

As the Reservations & Groups Supervisor, you oversee the Reservations & Groups Team and ensure it performs routine tasks and procedures in order to maximise revenue and guest satisfaction. Working with the Reservations & Groups Team, managing the team on a day-to-day basis and be the first point of contact in assisting the Reservations Team, escalating when necessary to the Reservations & Groups Manager.

KEY RESPONSIBILITIES

To manage the Reservations & Groups team, ensuring all team members are behaving in a professional manner, dressed appropriately, addressing all and any issues that arise. In addition, being a management presence in the reservation office in the absence of the Reservations & Groups Manager.

Maintaining all elements of the reservations system to ensure information is accurate and up-to-date

In the absence of the Reservations & Groups Manager, oversee and manage the day-to-day running of the Groups department.

To have a thorough knowledge of the Hotel’s services, products and sales promotions

Manage everyday all aspects of Reservations & Groups and ensuring a timely process for emails with a maximum of 24 hours turn around, ensuring enquiries always take priority, assign incoming correspondence i.e. emails and reservations messages in a timely and accurate manner

Deal with all enquiries in a professional and courteous manner, on email and over the telephone, ensuring all complaints are dealt with in a professional manner

Ensure the Reservations team have the necessary training and coaching to develop that technical skills to deliver the required standard, across all of the Strand Palace systems.

Execution of daily administration task list, including but not limited to, arrival check, no-shows, cancellations, advanced purchase charging, third party query responses.

Provide assistance to the Reservations Consultants, developing and evaluating calls, providing efficient training to ensure minimum standards are adhered to

Liaise with other departments such as Reception, Housekeeping, Sales & Marketing and other departments in a polite and efficient manner, to ensure that all issues and queries are communicated and resolved order to provide a seamless customer experience

Attend weekly meetings, outlined by the Reservations & Groups Manager, ensuring you are fully prepared for these meetings

Ensure guest accounts and accounting procedures are accurate and up to date

Monitor and maintain absence, punctuality and break times records, reporting any issues to the Reservations Manager

Conduct departmental induction and training for new and existing team members to meet the required Hotel standard of performance, ensuring that all training is recorded

Effectively manage team, maintaining standards of performance

Ensure the Reservations & Groups Manager is fully aware of any relevant feedback from guests and/or other departments

Maintain effective and regular communication within the team by carrying out daily shift handovers and team briefings

Establish and maintain good working relationships with other departments to ensure all issues/queries are dealt with promptly, respectfully and seamlessly

Ensure the Reservations office is kept tidy, decluttered, clean and well maintained, reporting any hazards/maintenance issues

Be vigilant and report any security issues to Reservations & Groups Manager / Duty Manager and/or Security

Always adhere to all company policies and procedures and licensing laws

To comply with statutory and legal requirements for fire and health and safety regulations

Undertake any other reasonable task and to carry out specific projects requested by management

GENERAL ACCOUNTABILIES

HEALTHY, SAFETY AND SECURITY

Understand the hotel’s Health & Safety policy and statutory regulations adhere to them

To comply with the Hotel’s fire regulations and policy

Understand the statutory COSHH regulations/guidelines are adhere to them

Be vigilant, by reporting any accidents, hazards and security issues to Line Manager / Hotel Duty Manager and/or Security

Handle equipment / tools in a safe and careful manner, using correct PPE where appropriate

Attend all statutory training as & when required

CUSTOMER SERVICE

Deliver friendly, efficient customer service to all of our guests

Promote a helpful and professional image to guests

Listen and notice all guest feedback and deal without delay

Interact with our guests and seek their feedback

Respond promptly to all requests