Reservations Manager

1 week ago

Beverly Hills, United States Maybourne Beverly Hills Hotel Full time
Job DescriptionJob Description

Reservations Manager

Job Overview

The Maybourne Beverly Hills Hotel invites you to explore opportunities to push your creativity and be outstanding in a career that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look forward to receiving your application.

Summary of Position

The Reservations Manager is responsible for managing the Reservations team to ensure the department provides an outstanding luxurious service whilst driving conversion rates and maximizing revenue. The Reservations manager should have a sound understanding of Reservation processes and system and use initiative to make changes to strive for continuous improvement.

Roles and Responsibilities

Job duties include; although are not limited to:

  • Make sure Team Leaders are managing calls, emails and chat queues to ensure high value and complex enquires are escalated and service level agreements are exceeded.
  • Regularly review the team schedule, hours of operation and shift structure to meet the demands of the business.
  • Action daily/monthly reports and ad-hoc reports as requested by the Director of Reservations providing detailed analysis and present action plans to improve performance.
  • Ensure strong communication within the Reservations, Support office and Operational teams
  • Lead by example by handling calls, emails and chats when required
  • Act as a second line of support for the Reservations Agents and Supervisor
  • To handle guest and other departments complaints, DM log checks and queries in a mutually satisfactory manner for the guest and the company whilst adhering to departmental guidelines for handling such instances.
  • Perform regular personalized and inspiring one to ones with the Team Leaders as outlined by the Director of Reservations
  • Structure and present regular motivational team meetings
  • Perform staff appraisals as and when required, identifying training needs to ensure that such needs are met within the overall training policy of the company. This should be aligned with robust performance management, succession planning and training plans.
  • Oversee that Reservations training is carried out on an on-going basis and standards are monitored to continually increase the performance and effectiveness of the team, including Fam trips and external training
  • Instil sound product knowledge and selling skills in the reservations team in order to increase room nights sold and call conversion factors to maximize revenue.
  • To establish procedures to ensure reservations sales agents offer the defined variety of rates and promotional packages to optimise conversion, whilst up selling
  • To ensure the reservations team follow the standardised input formats when making, amending and cancelling reservations, as well as follow defined SOPs required, for example, denials, profile management, commission, call & email logging etc
  • Conduct first stage interviews with the HR recruitment manager
  • Present monthly targets to Director of Reservations
  • Lead projects allocated by Director of Reservations, ensuring projects are completed in a timely manner and regular updates are provided
  • Conduct competitor analysis to better understand strengths, weaknesses and development areas.
  • Maintain Reservations systems (ResDiary, Opera, RezQueue, Open Table, Book A Table and Mitel) to ensure systems are utilised to enhance the Reservations experience and revenue potential
  • Action and report monthly incentive payment trackers for the Head of Reservations

QUALIFICATIONS:

  • Exceptional interpersonal, verbal and written communication skills
  • Self-starter and team player
  • Have excellent people skills
  • Exceptional attention to detail
  • Performs all duties with integrity, accountability and creativity
  • Has the ability to effectively prioritize and multitask on a daily basis with effective time management and organizational skills
  • Willingness to learn and support multiple areas of hotel with a focus on rooms, dining, spa and PBX.
  • Takes initiative and follows through on assignments in a timely manner
  • Proficient in computer software including Word, Excel, Power Point, Opera, OpenTable and Book4Time.
  • Ability to work in a team-oriented environment, meet deadlines and interact effectively with all levels of team members
  • Have a customer service focused ethos and is passionate about delivery amazing luxury customer ‘experiences’
  • Will understand the importance of the Reservations Department and impact it has on the business as a whole
  • May be required to work varying schedules to reflect business needs of the hotel
  • Minimum 5 years reservations experience required

PHYSICAL REQUIREMENTS:

  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
  • The position requires manual dexterity, grasping, writing, repetitive motion, bending and climbing
  • Prolonged periods of sitting at a desk and working on a computer.
  • Possible prolonged periods of standing.
  • Must be able to lift 15 pounds at times.

How you Demonstrate your Talent

The guests of The Maybourne Beverly Hills are our top priority. We take great pride to ensure that each and every guest has the most memorable experience that is enhanced by going the extra mile through providing the world-class service our hotels are known for.

  1. Go the EXTRA mile in our efforts
  2. Be RESPECTFUL to our guests and colleagues
  3. Deliver service in a CARING fashion
  4. Be OUTSTANDING
  5. Express your own personality – Create your LEGACY
  6. Be your NATURAL SELF – Be genuine and sincere with the guest and colleagues

Who you would be working for

Maybourne Hotel Group owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Riviera, The Emory and The Maybourne Beverly Hills – six of the world's most renowned luxury hotels.

Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today’s discerning guests.

A warm welcome and cool spirit define The Maybourne Beverly Hills, the newest member of our hotel family. Blending our signature service style with the energy of Beverly Hills, expect culinary creativity and contemporary comfort, all wrapped up in a landmark location. The Maybourne Beverly Hills is California, through and through.

COMPANY BENEFITS:

  • Medical/Dental/Vision Insurance
  • Company matched 401(k) plan
  • Company matched Health Savings Plan
  • Flexible Spending
  • Paid Holidays
  • Paid Time Off

  • Paid Sick Leave
  • Employee Assistance Program
  • Parking
  • Employee Recognition Programs
  • Colleague meals
  • Colleague Referral Incentive program

  • Seasonal Engagement Assistant-Long Hill

    3 days ago

    Beverly, United States The Trustees of Reservations Full time

    Job DetailsJob Location Long Hill - Beverly, MA Position Type Seasonal DescriptionAbout The Organization: The Trustees is an organization with a fascinating past and an exciting future. Our places are open to all and we thrive by involving as many people as possible in what we do. Founded in 1891, by a group of visionary volunteers, we preserve, for public...

  • Seasonal Event Assistant

    6 days ago

    Beverly, United States The Trustees of Reservations Full time

    Job DetailsJob Location Long Hill - Beverly, MA Position Type Seasonal DescriptionAbout The Organization: The Trustees is an organization with a fascinating past and an exciting future. Our places are open to all and we thrive by involving as many people as possible in what we do. Founded in 1891, by a group of visionary volunteers, we preserve, for public...

  • Host/Hostess

    14 hours ago

    Beverly Hills, United States Gyu-Kaku Japanese BBQ Full time

    Title: Host/HostessEmployment Type: Hourly Job Description:  The Host/Hostess schedules reservations, answers telephone, seats customers, clears and sets tables, following established guidelines, procedures, and policies as prescribed by company standards. He or she interacts with guests and staff in a cordial, efficient, and professional manner and helps...

  • Host/Hostess

    11 hours ago

    Beverly Hills, United States Gyu-Kaku Japanese BBQ Full time

    Benefits: Employee discounts Health insurance Training & development Title: Host/HostessEmployment Type: Hourly Job Description: The Host/Hostess schedules reservations, answers telephone, seats customers, clears and sets tables, following established guidelines, procedures, and policies as prescribed by company standards. He or...

  • Host/Hostess

    3 weeks ago

    Beverly Hills, United States Gyu-Kaku Japanese BBQ Full time

    Job DescriptionJob DescriptionBenefits:Employee discountsHealth insuranceTraining & developmentTitle: Host/HostessEmployment Type: HourlyJob Description:The Host/Hostess schedules reservations, answers telephone, seats customers, clears and sets tables, following established guidelines, procedures, and policies as prescribed by company standards. He or she...

  • Senior Property Accountant

    1 week ago

    Beverly Hills, United States CareerBuilder Full time

    Job Description Job Description We are looking for a Senior Property Accountant to join our team! Responsibilities: Prepare and examine accounting records, financial statements, taxes, and other financial reports Develop and analyze reporting for business operations and budgets Perform audits, ensuring adherence to standard requirements Create new processes...

  • Senior Property Accountant

    1 day ago

    Beverly Hills, United States Robhana Group Full time

    Job DescriptionJob DescriptionWe are looking for a Senior Property Accountant to join our team!Responsibilities:Prepare and examine accounting records, financial statements, taxes, and other financial reportsDevelop and analyze reporting for business operations and budgetsPerform audits, ensuring adherence to standard requirementsCreate new processes to...

  • Behavior Technician

    1 week ago

    Beverly Hills, United States Hidden Treasures ABA Therapy Services Full time

    Job DescriptionJob DescriptionAt Hidden Treasures, we’re putting families and children first by bringing ABA care to the home and providing top notch, tech-enabled resources and tools to our staff. Our company employs an approach developed by world-class clinicians from highly rated institutions to provide best-in-class in-home care for children affected...

  • Behavior Technician

    23 hours ago

    Beverly Hills, United States Hidden Treasures ABA Therapy Services Full time

    Job DescriptionJob DescriptionAt Hidden Treasures, we’re putting families and children first by bringing ABA care to the home and providing top notch, tech-enabled resources and tools to our staff. Our company employs an approach developed by world-class clinicians from highly rated institutions to provide best-in-class in-home care for children affected...

  • Sales Coordinator

    1 week ago

    Beverly Hills, United States Maybourne Beverly Hills Hotel Full time

    Sales Coordinator **Job Overview** **Summary of Position** The Sales Coordinator supports the sales department by executing administrative assistance in any and all areas of sales to include transient (corporate and leisure), group and to a lesser extent catering. **Roles and Responsibilities** - Job duties include, although are not limited to:_ -...

  • Sales Coordinator

    4 days ago

    Beverly Hills, United States Maybourne Beverly Hills Hotel Full time

    Job Description Job Description Sales Coordinator Job Overview The Maybourne Beverly Hills Hotel invites you to explore opportunities to push your creativity and be outstanding in a career that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look...

  • Commercial Property Management Administrative Assistant

    6 days ago

    Temple Hills, United States EastBanc Full time

    About the job EastBanc specializes in the development, construction, and tenant service of luxury residential, retail, and mixed-use projects and trophy/"Class A" office buildings. Summary: The right candidate will support the property management team in various functions. The successful candidate can expect to manage the building reservation process end to...

  • Front Desk Agent

    13 hours ago

    Beverly Hills, United States Highgate Hotels Full time

    Compensation Type Hourly Highgate Hotels Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and...

  • Sales Coordinator

    1 day ago

    Beverly Hills, United States Maybourne Beverly Hills Hotel Full time

    Sales Coordinator Job Overview The Maybourne Beverly Hills Hotel invites you to explore opportunities to push your creativity and be outstanding in a career that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look forward to receiving your...

  • Front Desk Agent

    13 hours ago

    Beverly Hills, United States Highgate Hotels Full time

    HourlyHighgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of...

  • Sales Coordinator

    1 week ago

    Beverly Hills, United States Maybourne Beverly Hills Hotel Full time

    Job DescriptionJob DescriptionSales CoordinatorJob OverviewThe Maybourne Beverly Hills Hotel invites you to explore opportunities to push your creativity and be outstanding in a career that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look...

  • Spa Director

    Found in: Appcast Linkedin GBL C2 - 4 hours ago

    Beverly Hills, United States SkyBridge Luxury & Associates Full time

    SkyBridge Luxury & Associates is currently seeking an experienced Director of Spa & Wellness to join an Ultra-Luxury Resort in the Los Angeles area. If you're passionate about delivering exceptional spa experiences and have a proven track record in luxury hospitality, we want to hear from you!ESSENTIAL FUNCTIONS & PHYSICAL REQUIREMENTSA day in the life of...

  • Front Office Manager

    1 week ago

    Auburn Hills, United States Candlewood Suites Auburn Hills Full time

    Job DescriptionJob DescriptionFront Office Manager:Job Purpose: To maintain a high quality of services offered to guests through management of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Concierge and...

  • Front Office Manager

    Found in: Talent US C2 - 3 weeks ago

    Auburn Hills, United States Hampton Inn - Auburn Hills North Full time

    Front Office Manager: Job Purpose:   To maintain a high quality of services offered to guests through management of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Concierge and garage services may...

  • Front Desk Agent

    Found in: Resume Library US A2 - 2 weeks ago

    Beverly Hills, California, United States Mosaic Hotel & Maison 140 Beverly Hills Full time

    Compensation Type: Hourly Highgate Hotels: Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and...