Reservations Supervisor

 Company Overview

United by timeless style and peerless service, the 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. Architecture and style may change, but classic hospitality stands the test of time: expect an enduring welcome from our team. We are proud of our past, but even more excited for our future.

Discover the hotels in the collection. Our historic brewery reimagined as a vibrant modern hotel: The Montcalm at The Brewery. Our Georgian charmer with an artful modern spirit: The Montcalm Marble Arch. Our storied city-slicker, housed in the former headquarters of the Royal Mail: The Montcalm Royal London House. Our duo of mindful hotels which set a slower pace: Inhabit Southwick Street and Inhabit Queen’s Gardens.

Position Overview

Montcalm Collection are looking for a skilled and ambitious Reservation Supervisor to join our team in Montcalm Collection.

In the role you will be able to help to shape the Montcalm Collection’s next chapter and showcase your skills, become a trusted ambassador achieving the service and product delivery standards for the company with a high degree of customer care and service.

You will assist the Reservations Manager to motivate and drive the Reservations Team to perform to its best capability, exceeding hotel financial targets, ensuring a great sense of achievement and pride.

Key Responsibilities:

• Supervises the reservations team, including, but not limited to scheduling, training, coaching and reviewing the team members’ performance.
• Manages all aspects of the reservation department in the absence Head of Reservations or Assistant Reservations Manager.
• Prepares work schedules, assign duties, and expedite workflow for reservation agents.
• If there are failed reservations update the Hotel software and then processes those reservations manually.
• Handles guest complaints and disputes following the instant pacification procedures.
• Ensures team members are effectively informed about all the latest company updates and train them accordingly.
• Ensures the privacy of the guests and that the confidentiality of the information is respected.
• Handles the reservation correspondence accurately and neatly and follows up for any missing correspondence before guest arrival.
• Maximizes occupancy by ensuring high conversion of enquiries into bookings.
• Maximizes upselling and offer appropriate room category for the guest; ensure the guest receives the accommodation he / she is expecting.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.

Essential skills required:

• Good Communication skills
• Friendly and Approachable
• Knowledge of Opera
• Previous experience working in reservations in a hotel is highly desirable
• Working with Groups

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.
• 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.