We are currently looking for an experienced Reservations Supervisor to join us and be a part of the SCHLOSS Roxburghe Reservations team! This is a permanent, full-time position, working 5 days over 7. You must be available to work some weekends.
We offer a competitive salary of £27,248 per annum plus gratuities* and excellent employee benefits.
*Gratuities (tips) are an additional charge added onto services and are paid to all employees on a pro-rata basis regardless of your role. The amount is not guaranteed and is depended on service charge paid.
As Reservations Supervisor you will assist the Reservations Manager in maximising on all sales opportunities for the resort whilst providing enhanced guest experiences. Our absolute focus is delivering a personalised, luxury experience to all guests, building relationships and anticipating their every need.
Your Key Responsibilities:
* Ensure compliance to all security and safety standards on everyday basis and ensure optimal utilization of all resort software systems and maintain knowledge on all room types and its availability.
* Monitors the order and cleanliness in the office area & participates in regular departmental meetings.
* Support the Reservations Manager in overseeing the day-to-day operations of the reservations team.
* Assist with leading an effective team across all aspects of reservations in order to ensure a bespoke, informed, seamless and memorable welcome to hotel guests, non-residents and fellow team members.
* Assist with the co-ordination of all operations of the Reservations Department including recruitment, scheduling, training, departmental communication meetings and employee development.
* Set an example to others in customer service standards, individually within your role and as part of your departmental team.
* Ensure customers’ expectations are met and exceeded and put the needs of the customer first.
* Deal effectively and courteously with all guest complaints and comments, taking action to improve standards and/or escalate as appropriate. Actively encourage customers to provide feedback on their experience.
* Ensuring all enquiries are actioned in a timely and efficient manner while meeting all service standards.
* Assist with maximisation of revenue through ensuring the effective selling of guest rooms.
* Ensure clear communication channels with all other departments in order to facilitate complete guest service.
* Support Reservation Manager with coaching and training for the team.
* Assist in maintenance of all relevant technology systems including OTA distribution, Inventory Management System, Opera.
* Develop relationships with key guests, travel agents and clients.
* Assist with continuous improvement of the department to ensure a seamless experience for all guest interactions.
* To create, develop and maintain excellent service standards with a consistent focus on the guest experience.
* Works closely with both the corporate revenue team & sales team to maximise revenues.
* Support Reservations Manager with weekly and daily reporting and forecasting with regards to occupancies for use by the daily operations teams
* Hotel liaison between reservations and the Hyatt Central Reservation Centre
* Knowledge of Resort facilities including but not limited to Spa, Golf and all food and beverage products and services and all reservations systems.
* Assisting the Reservations Team with the daily task lists including answering telephone and email enquiries.
* Take responsibility for your own performance, development and training, participate in regular performance reviews and show commitment to development and progression as opportunities arise.
* Responsible for your own and others Health & Safety within your department and to report any issues as appropriate.
Your Experience, Qualities & Capabilities:
* Proven ability to build and maintain good relationships with all stakeholders.
* 2 years previous experience in a hospitality supervisory position.
* Highly motivated and possessing an immense sense of pride in your work; you're passionate about delivering the high standards for our guests in line with our brand
* You have a positive “can do” attitude to solving problems in a professional and courteous manner
* A strong team player with great communication skills and an enthusiastic approach; you're well organised and punctual with an eagle eye for detail
* You want to be part of a team that works hard, supports each other and above all has fun along the way
* Your attitude and approach are always fresh; no matter how many times an issue has been presented to you, to your guest it’s the first time.
* Passionate about hospitality and delivering a great service, you’ll show great flair and have the natural ability to always project a positive, warm and thoughtful image.
Your Employee Benefits:
* Share of gratuities on a pro-rata basis
* 30 days paid holiday after 1 year of service
* 50% discount on food & beverage for Employee and up to 4 guests
* 30% discount in our Pro Shop
* Free meals whilst on shift
* Free golf membership
* Free on-site parking
* Recommend a friend scheme
* Quarterly recognition programme
* Employee and Family rates and discounts in Hyatt hotel upon availability
* Employee discounts at our 12.18 Hotel Collection
* Access to exclusive perks, offers, and discounts on our colleague platform
* Telus Health employee assistance program, offering support and confidential advice for you and your family when you need it most
* Access to wellbeing articles, podcasts, tools and resources