About us

The Chancery Rosewood will welcome guests into a world of enriching experiences and unforgettable moments where they will feel inspired and elevated from the everyday. We will inject new energy into London's scene where our associates will be the centre of our success. Opening in 2025

About Rosewood

Rosewood Hotel Group is one of the world's leading global lifestyle and hospitality management groups. Our group's foundation is a commitment to "Relationship Hospitality" - a belief that true hospitality springs from the nurturing and building of strong and lasting relationships with fellow associates, guests, partners and the communities in which our hotels operate. By doing so, we strive to become the industry leader in delivering the true meaning of hospitality.

About the Role

The Reservations Supervisor is responsible for supervising the reservations team, ensuring efficient and effective handling of all reservation inquiries and bookings and ensuring that the reservation team deliver exceptional levels of service above and beyond those expected of a 5-star hotel.

This role involves managing daily operations, supporting the team in responding to all reservations request in an engaging manner with the aim of converting each request into a confirmed booking using the selling strategy set by the hotel. Ensure all necessary paperwork and administration is in place for reservations taken and information is updated accurately in the property management system.

Key Responsibilities

• Supporting the Reservations Manager with the day to day running of the Reservations Department
• Ensure that all agents respond to telephone enquiries in an engaging manner whilst also adhering to the property's call standards, with the aim of converting all enquiries into bookings.
• Model best in class telephone etiquette and be a leader for the wider team in all engagements with guests & colleagues
• Ensure all enquiries are responded to within a timely manner as set by the Reservations Manager from receipt using grammatically correct English free from spelling mistakes.
• Ensure a valid method of payment is in place for all reservations inputted into the property management system. Alerting reservations manager of any potential issues with payment in a timely fashion.
• Be able to confidently promote all aspects of the Chancery Rosewood and have a strong knowledge of all facilities and amenities available.
• Ensure that all deposits are processed appropriately, and checks are conducted through the reservation cycle.
• Ensure that all cancellations or no-shows are processed daily and that they are researched and responded to in a timely and efficient manner and logged accordingly
• Ensure segmentation, rate codes and general tracking is updated on daily and weekly basis
• Provide training for all new agents and facilitate on-going training plan for each team member maintaining the appropriate training records accordingly.
• Support with recruitment as and when required and ensure all reservations agents are onboarded following the hotel standards.
• Compile and maintain good records of SOPs and departmental documents
• Prepare the monthly work rota and weekly payroll (Fourth Hospitality) in the absence of the Reservations Manager
• Have comprehensive knowledge of the Opera property management system and the Synxis central reservation system.
• Maintain a neat and clean personal appearance and adhere to the hotels wardrobe and grooming standards
• Always be a "brand ambassador" and ensure brand integrity and clarity are always maintained.
• Model the company's culture, vision, mission and core values at all times.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modelling inclusive behaviours.
• Within the scope of your role and team ensure equitable experiences, strengthening inclusion, and promoting a culture of inclusivity and belonging that embraces the contributions of all associates
• To attend as required any relevant training or educational events relating to diversity, equity and inclusion
• To ensure you uphold company's pledge to be an equal opportunity workplace. Offering a transparent, fair and consistent recruitment application process for all. Be committed to ensure equal employment opportunity regardless of race, religion, sex, national origin, sexual orientation, age, marital status, disability, or gender identity.

About you

• Proven experience in Reservations within luxury hospitality, you understand the expectations of the luxury clientele
• You have a sales mindset, and are driven by performance and conversion
• You understand revenue management
• You are a facilitator for your team and you are able to communicate with different services to ensure we provide our guests with the highest level of experience
• Promote goodwill by being courteous, friendly and helpful to our guests, managers and fellow associates
• You are a "brand ambassador" at all times and ensure brand integrity and clarity are always maintained.
• Preferably you'll have had exposure of experience of being part of a pre-opening team.
• Demonstrate Rosewoods core values and truly be able to share and express your passion for your industry.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modelling inclusive behaviours.