About Montcalm Collection
United by
timeless style and peerless service, Montcalm Collection is London’s compendium
of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century
brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel
reveals a different chapter in the city’s story.
The hotels in
the collection include a storied city-slicker, housed in the former
headquarters of the Royal Mail: Montcalm Royal London House. A property with a
bold new perspective at Montcalm East, part of Marriott’s Autograph Collection.
And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street
and Inhabit, Queen’s Gardens, both part of Design Hotels.
Overview
Montcalm
Collection are looking for a skilled and ambitious Cluster Reservations
Manager to join our team. Help to shape the Montcalm Collection’s next
chapter and showcase your skills. Become a trusted ambassador for one of our
hotels and take advantage of the opportunity to move between properties,
achieving the service and product delivery standards for the department with a
high degree of customer care and service.
Key Responsibilities
·
Oversee the day-to-day operations of the
reservations department, ensuring smooth and efficient handling of all
reservations inquiries and bookings.
·
Manage room inventory and allocate rooms
according to availability and guest preferences.
·
Monitor and manage the hotel’s room rates and
availability on various distribution channels, including the hotel’s website,
third-party OTAs, and GDS.
·
Lead, train, and develop a team of reservations
agents and group coordinators ensuring they deliver high-quality service and
adhere to hotel standards.
·
Conduct regular performance reviews and provide
coaching and feedback to enhance team performance.
·
Create and manage work schedules, ensuring
adequate staffing levels to meet guest demands.
·
Collaborate with the revenue management team to
implement pricing strategies that maximize occupancy and room revenue.
·
Analyse booking patterns and market trends to
forecast demand and adjust rates and availability accordingly.
·
Monitor competitor pricing and market
conditions to stay competitive in the luxury segment.
·
Ensure all guest inquiries and requests are
handled promptly, professionally, and in line with the hotel’s luxury
standards.
·
Handle VIP and special reservation requests,
ensuring all guest preferences and needs are well communicated to the teams in
the hotels.
·
Address and resolve any guest complaints or
issues related to reservations with tact and professionalism.
·
Develop and maintain relationships with VIP
clients, travel agents, and corporate partners.
·
Ensure that all guest interactions reflect the
luxury brand’s high standards of service.
·
Oversee the use of the hotel’s reservations
system, ensuring accuracy and efficiency in data entry and booking processes.
·
Generate regular reports on reservations
activity, room occupancy, and revenue performance.
·
Work closely with the sales and marketing teams
to support promotional campaigns and group bookings.
·
Collaborate with other departments to ensure
seamless integration of reservations processes with other hotel operations.
·
Assist in developing and implementing marketing
strategies to drive direct bookings and reduce reliance on third-party
channels.
·
Provide insights and feedback to the marketing
team on guest booking behaviours and preferences.
This job description is
designed to outline primary duties and conditions related to the Cluster
Reservations Manager position at a luxury hotel. It is not an exhaustive list
and additional tasks and responsibilities may be required as directed by hotel management.
·
Extensive knowledge of luxury hotel operations
and market dynamics.
·
Excellent communication, leadership, and
interpersonal skills.
·
Ability to work under pressure, manage multiple
priorities, and meet deadlines.
·
Strong analytical and problem-solving skills and
attention to detail.
·
Passion for luxury hospitality and a commitment
to excellence.
Working
Conditions:
·
Full-time position, with flexibility required to
accommodate the demands of the role.
·
Flexibility to work weekends, holidays, and
evenings as needed.
Essential Qualifications
·
Minimum of 5 years of experience in reservations
role, with at least 2 years in a managerial position.
·
Strong knowledge of reservations systems (e.g.,
Opera, SynXis, etc.) and channel management tools.
·
Proficiency in Microsoft Office Suite (Excel,
Word, PowerPoint).
Benefits
· Collaborative and empowering team dynamics.
· Pathways for promotions and growth within the brand.
· Recognition and Rewards Program.
· Access to an array of discounts via our Benefits Platform.
· Comprehensive training through Certified Classroom and E-Learnings.
· 28 holidays annually, inclusive of 8 bank holidays. Additional holidays post 2-year tenure.
· Health incentives: Cash-back on optical, dental, chiropractic, and physio services.
· Concession on gym memberships.
· Nutritious meals provided during shifts.
· Complimentary dry-cleaning service for uniforms.
· Inclusive pension schemes
Eligibility
Candidates
must be authorised to live and work in the UK. Currently, visa sponsorship is
not available for this role.
Equal Opportunity Employer
At Montcalm
Collection, diversity and inclusion aren't just buzzwords. We genuinely value
the unique perspectives each individual brings, regardless of gender,
ethnicity, age, disability, or background. Our culture thrives on mutual
respect, and we are dedicated to providing a workplace free from discrimination
and prejudice.
Should this
role resonate with your aspirations, please apply. If not shortlisted, we
encourage you to explore other opportunities with us, either now or in the
future.
Note: If you do not hear from us within 14 days, kindly consider your
application as not shortlisted for this particular role.