Job Ref: AM13996 Branch: Mercure Liverpool Atlantic Tower Hotel Location: Mercure Liverpool Atlantic Tower Hotel, Liverpool Salary/Benefits: Competitive Salary Contract type: Permanent Hours: Full Time Shift pattern: 5 days over 6 Hours per week: 40 Posted date: 03/02/2025 Closing date: 05/03/2025 Job Overview Managing the Reservations Team to achieve targets, while following the company standards and procedures. Act in a genuine, friendly, helpful manner to internal and external customers always, whilst contributing to the overall achievements of business goals, ensuring consistent standards of service. The role is responsible for ensuring that the administration of all individual reservations across the Hotel are completed in a timely fashion. Key Job Responsibilities Ensure all telephone calls are handled politely and efficiently, ascertaining and accurately meeting the caller’s needs Constantly Review effectiveness of administration processes and implement changes where appropriate to make improvement in the hotel Deal with any complaints in a friendly and efficient manner, ensuring guest satisfaction at all times. Ensure that the department is correctly resourced at all times Ensure that no there isn’t a backlog of reservations to be processed for the immediate future First point of contact for Hotel Ensure proactive planning takes place to ensure internal guests’ expectations are met Ensure that Hotel PMS is maintained and updated with all Reservations administration Ensure that all backup is filed according to departmental standards and that all hotels have access to information they need to allow for checkouts to be completed accurately, and payment to be made expeditiously. Take Complete ownership for administration of individual reservations for the Hotel Have strong relationships with the Hotel sales and administration team to ensure all SRP’s / RFPs are completed in a timely fashion Key Job Responsibilities (Cont.) Be Proactive in Identifying and communicating all sales leads to the hotel’s Sales Manager. Be motivated & encouraged to maximise selling opportunities by adding customer value at every opportunity, promoting the properties facilities. Ensure RFP tracker is kept up to date Ensure no deadlines are missed in terms of RFP completion Ensure all SRPs are loaded in a timely and expeditious fashion Ensure full and transparent communication to the hotel teams with regards to RFP declines / acceptances Be aware at all times the current business targets, actual, budgeted and forecasted business levels and to focus on achieving these. Following company control procedures in accordance with the company Internal audit requirements. Consider costs and wastage without compromising standards and service delivery. Be energy efficient within the department, turning off equipment, lights etc. when not in use. Agreeing objectives for self-development in line with department objectives. Planning ahead and ensuring adequate resources are available. Keeping up to date departmental, hotel and company activities through daily communications customer feedback and taking part in carrying out appropriate actions for improvement Regularly review own performance against objectives through on the job training, coaching and development appraisals, job chats and team meetings and where necessary taking corrective action. Communicating and cooperating with all colleagues in all departments. Ensuring a high standard of personal hygiene and personal presentation at all times. Being aware of VIPs and show rounds and communicating to the other departments. Understanding relevant H&S legislation and the implications on the operation of the department Ensuring that safe and healthy working practices are implemented at all times. Work in a safe and tidy manner and to report any hazard, accident, loss or damage to management. Awareness of the emergency procedures, full knowledge of the fire manual, and to ensure that all staff and supervisors are similarly aware. Upkeep of equal opportunities policy to ensure that there is a positive culture and neutral working environment. Actively participate in training both on and off the job. Carry out any reasonable requests as required by a member of management. Ensure appropriate promotions and tactical rates are communicated to Area Revenue Manager People / Relationship Management Understanding and influencing revenue related relationships to the benefit of the business (both internal & external). Develop strong relationships with each General, Sales & Revenue Manager within the business. Understanding and managing revenue related duties / processes in a timely manner. Effectively communicate with key stakeholders. Knowledge Required System Management Knowledge of Microsoft Office Educated to GCSE level or equivalent. Experience in a reservations environment. Experience supervising others. Interpersonal Skills & Communication. Occupational Knowledge and Business Awareness. Achievement Drive and Accountability. Organisation and Planning. Possess a high standard of customer service delivery skills and Customer Focus. Be standards driven and detail-orientated with the ability to organize and plan ahead. Excellent Administration skills Ability to lead, multi-task, and make sound decisions in fast-paced environment. Should have previous experience with Delphi, OnQ. Profitability – Conversion, upselling, highlighting sales leads. Customers – Treat each customer as an individual. Team – Carrying out appraisals and the disciplinary process when necessary in a timely manner. Mercure Liverpool Atlantic Tower Hotel is located centrally in the heart of Liverpool’s shopping district and just a five minutes’ walk from James Street. Nearby the hotel is Albert Dock, Liverpool One and The Cavern Club. Both Liverpool and Everton football clubs are close and easily reachable. From the hotel’s Vue Bar and Terrace guests will have a stunning view over the Skyline of Liverpool. At Vista restaurant in the hotel the chef offers you freshly-prepared in-house meals and a selection of international cuisine. The hotel offers 225 bedrooms including Suites, all light, airy and stylish, designed with your comfort in mind.