Reservations Manager

Contract: Full time

Overview

One Aldwych is one of the very few hotels in London, or indeed the world that can say it is truly independent. We like to think we do things differently, always with a warm, friendly spirit. Our story is very much our own to write and we invite you to become part of the next chapter.

Designed to be more than just a place to lay your head, each suite and bedroom at One Aldwych embraces a contemporary, stylish character ready to host, cocoon and enchant. Bespoke furniture and fittings were either crafted by British manufacturers or pay homage to the sense of modern, independent Britishness that we represent.

We believe One Aldwych is the hotel for Londoners at heart, wherever they might be from. For the curious minded, you have access to the finest entertainment and cultural adventures, positioned as we are on the doorstep to galleries, museums, West End theatres and the famous Royal Opera House.

Our promise to you

• 28 to 32 days holiday per year (increase with years of service)
• Complimentary stay including a food and beverage experience
• Career planning - regular performance reviews
• £1,000 "Refer a Friend" scheme
• 50% Discount in Food and Beverage Outlets
• Cycle to work scheme or season ticket loan
• Work wear dry cleaning and meals on duty
• Discounted friends and family rates
• Employee assistance programme
• Reward programmes, long service awards and staff recognition incentives
• Opportunity to join apprenticeship schemes and support in the development of your career
• Private Medical Insurance
• Private Dental Cover
• Private Pension Scheme

Objective:

• To ensure the team assist our guests in planning and booking their One Aldwych experience, either online, over the telephone or via emails. This includes handling bedroom, food & beverage reservations and responding to incoming telephone calls to the Hotel in accordance to the One Aldwych standards.

What you will bring

• Our success is built on the strength of our independent spirit and the passion for high standards our employees bring and grow
• In your role heading the Reservations department you will manage all aspects of the Reservation operation and, together with your team, strive to create memorable experiences for our guests
• You will be engaging and leaving positive lasting impressions with guests and colleagues. You will be an expert in converting enquiries into bookings
• You will be able to gage detail from our guests and equally able to record and present information to all parties meticulously
• Previous experience in a similar role and in a luxury environment is beneficial

Your responsibilities

• Efficiently manage the smooth running of the Reservations operation and team i.e. manage the Reservations Agents to ensure that all One Aldwych standards are maintained, manage the daily workload of the team and ensure effective organization of tasks
• Assist with any issues that might arise during the course of a day, review work strategy if necessary and prioritize calls, emails, SynXis or projects (as applicable)
• Prepare and host Weekly Arrivals Meeting
• Monitor Market Segments to ensure the correct assignment into all reservations, ensuring all bookings are tracked correctly for statistical purposes (company profiles, attached, travel agents attached, no bookings under default segments)
• Ensure all team members comply to PCI procedures and be the main point of contact for Finance
• Have working knowledge of all hotel internal and external reservation systems (Site Minder, IDeaS, Opera, SynXis, Open Table, The Fork and InfoGenesis)
• Manage room inventories, allocations, food & beverage systems to ensure optimal revenue conversion for the business
• Maintain effective communication and close collaboration with the Revenue team
• Manage all incoming calls and Room Service order taking, in accordance to LQA, Forbes and Hotel standards, etc.