Central Reservations Office Manager
We are looking for a skilled, passionate and self-motivated hospitality sales and revenue specialist to grow and lead our Central Reservations Office. This is an exciting opportunity and would suit someone who is already working in a management position within a reservations, sales or revenue department and is looking for a more regular working pattern.
The key priority for the role is to work closely with our Revenue Director and the individual site Management Teams to proactively optimise occupancy and revenue.
This is an office-based role, which is generally Monday to Friday daytime only.
Our CRO Manager is a senior position and will naturally be seen as a role-model for the CRO team and other managers across the business. This is a pivotal position and requires exceptional communication skills to bridge the seamless transition between the CRO office and the onsite management teams. The role reports to the Revenue Director (with a dotted line to the Group Marketing Director), while the onsite ‘Senior Management Teams’ should be considered internal customers. There is extensive collaboration with the Front Office Managers in each property and therefore being able to influence a range of stakeholders with commerciality is vital.
Overall success is demonstrated when the CRO office can deliver in an efficient, commercial yet guest focused experience, while displaying expert knowledge of each of the properties. Alongside this, the team, with the managers guidance, will be focused to deliver high yields, strong ADR and good supplementary spend to maximise sales for the group overall.
For the CRO team, the CRO Manager needs to be an exemplar and be principle led to enable them to take both accountability and responsibility for all aspects of the department. Other attributes of the CRO Manager include being able to multi-task and work with all stakeholders to deliver a team that is guest focused, results driven and commercially astute.
It is expected that the CRO Manager is an ambassador for the business and our employer brands. This means having a high focus on team engagement, training, development, and succession planning to create a group of self-functioning and agile team members that really care about their guests and colleagues. The business strategy, Company values and ethos must be connected and integrated into the day-to-day operations so that there is an embedded culture of care and success.
The role is based in St Ives in Cornwall, but the 5 properties currently looked after by the Central Team stretch from The North East coast right down to The Lizard. Extensive travel is not required but occasional visits on site would be expected.
Experience Required
* 2 years' experience within reservations, revenue or sales management (5 years desirable)
* Experience of working with independent hotels
* Demonstrable experience of budget & KPI delivery
* Strong communication skills
* Strong insight for attention to detail and consistency
* Fluent written and verbal English
* PC literate
* Working knowledge of varied PMS and EPOS systems
* Multi-site experience (desirable)
* Knowledge of Oracle Opera, Simphony, Premier Spa (desirable)
Person specification
* Sales focused
* Self-motivated
* Excellent attention to detail
* Calm under pressure
* Ability to influence a range of stakeholders
* Adaptability and resilience
* Able to think logically and problem solve
* Empathetic but robust
* Able to lead by example
Company benefits
* Staff Discount
* Staff Meals
* High Street Discounts
* Life assurance
* Well being programme
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