As a Cluster Reservations Office Manager, you will ensure all sites achieve maximum revenue potential by optimising rooms, meetings and events revenue opportunities. This includes overseeing the reservation office to ensure efficient and prompt service. Responsible for utilising customer service and sales skills to identify guest needs, and make accurate reservations which provide the optimal experience for our guests while maximising revenue potential.
Why work for us:
We offer market-appropriate salary, bonus potential based on agreed objectives/targets plus access to our extensive benefits package, which includes:
- Exclusive access to the employee recognition & reward scheme - Heeton Rewards
- Service-based annual leave (increasing up to a maximum of 5 extra days)
- Employee Assistance Programme, Life Assurance and Income Protection Schemes
- Employee & Friends/Family discounted rates at Heeton-operated hotels
- Referral scheme
- Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Health Cash Plan and many more
- Heeton is an expanding company which offers excellent career opportunities
Key Responsibilities
- Work with the commercial team to ensure that the occupancy levels and average room rate are maximised through the delivery of the sites' pricing policies and business strategies for all segments
- Manage the overall reservation functions to maintain the highest possible room occupancy
- Monitor & develop a quality Reservations service to be offered to all customers
- Support on day-to-day Individual Reservations by processing reservations, answering all inbound calls, emails and general enquiries
- Thorough knowledge of OnQ PMS and responsibility to ensure the system is well maintained and the most up-to-date information is loaded into it
- Ensure that all team members are at all times aware of the hotels' packages and offerings to market
- Determine from reservations any sales lead for future business and ensure these are followed up within the Commercial team
- Maximise all Group, Conference, and Event revenue opportunities
- Develop a full working knowledge of the hotels' including all rate and package options.
- Prepare weekly forecast and monthly reports for the three hotels
- Manage commissions at the end of each month, ensuring invoices are accurate prior to payment.
- Ensure No Show and Cancellation revenue are checked and posted daily by front of house team
- Ensure accurate administration and control of all Groups, Conferences & Events related reservations and blocks
- Ensure accurate groups & event proposals are sent by the team
- Ensure that all BEOs are created with accuracy along with all the event planning and handed over to all Operations teams on a weekly for the following week plus any last-minute event
- Ensure reservations are taken accurately & traces are in place for the front office to follow up as required
- Maintain the in-house reservations systems; check duplicate corporate and agency profiles; create new profiles/master when needed, link the production to accurate corporate profiles
- Day-to-day team management of Reservations & Events Agent with continuous development and structuring of the role
What we need from you
- Previous experience within the hotel reservation department
- Previous experience with Delphi and OnQ PMS is desirable
- High level of IT proficiency
- Great interpersonal and communication skills; ability to work on your own or as part of a team
- Accountable and resilient; committed to delivering a high level of customer service
- Ability to work under pressure and flexibility to respond to a variety of work situations
- Be self-motivated, driven, and commercially aware and a results-orientated and proactive attitude is required.
- Good knowledge of the local market, but most importantly you will be a self-starter with a genuine skill for motivating, training and supporting the team.
Heeton is all about building a workplace for the future, we believe in equal opportunities and celebrate diversity. We are an inclusive workplace, where everyone is welcome, and everyone can be natural, and be the best versions of themselves. We recognise that we are on a journey regarding diversity and inclusion and would welcome applications for candidates from underrepresented backgrounds.
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process