Room Reservations Team Leader

Corporate Office

Revenue & reservations

Full time

We are seeking an exceptional Room Reservations Team Leader to join the Maybourne corporate office.

Maybourne owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Beverly Hills, The Maybourne Riviera, The Emory and Surrenne. 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.

The Reservations Team leader will play a key role in the development of their teams’ performance and will proactively make recommendations for improvement whilst always leading by example.As a Room Reservations Team Leader you will be responsible for leading a team of Reservations agents and overseeing the daily Reservations operation.

Main Duties & Responsibilities

Your responsibilities will include but will not be limited to:

• Continuously monitor and prioritise calls, emails and chat queues to ensure high value and complex enquires are escalated.

• Manage the daily operation to ensure agreed service levels are exceeded, which includes daily rota management, adjusting priorities throughout the day and following up with under performance.

• Ensure training is carried out on an on-going basis and standards are monitored to continually increase the performance and effectiveness of the team.

• Overseeing and conducting the new starter training programme ensuring all new agents receive detailed and clear training in line with Reservation standards.

• Act as a first line support for the Reservations Agents.

• Lead by example by handling calls, emails and chats when required.

• Ensure strong communication within the Reservations, Support office and Operational teams.

• To maximise room revenue through cross selling and up selling;

• Creating renowned memorable experiences for our guests.

Entry Requirements

Successful candidates for our Room Reservations Team Leader opportunity will be able to:

• Provide intuitive service, with absolute understanding of our guests needs to create exceptional service experiences, that result in lasting memories;
• Demonstrate genuine dedication to Maybourne Hotel Group and show a commitment to consistent quality in our products and services;
• Have ideally worked in a similar role within a hotel environment, however this is not a prerequisite;
• Be a team player who is an avid learner, adaptable and has exceptional interpersonal and communication skills;
• Strong customer care skills and ability to work under pressure, with excellent attention to detail;
• A high standard of personal presentation with confident, professional and welcoming personality.

This is an exciting role for a talented individual who is looking for a new challenge and wants to join a fast paced and high performing team renowned for their approach and delivery of unparalleled service.

Here at Maybourne, we strive to reward our employees for the incredible work they do every single day. In return for your hard work and dedication we offer you:

Financial Stability

• Excellent salary package.
• Family Friendly company policies including enhanced Maternity and Paternity Pay.
• Holiday allowance increase after 3 and 5 years of service.
• Travel Season Ticket Loans.
• Pension Scheme*.

Health and Wellbeing Support

• Subsidised monthly Podiatrist and Masseuse treatments.
• Flu vaccination vouchers*.
• Eye test vouchers and contributions towards glasses*.
• 24-hour colleague assistance helpline.
• On and off-site Occupational Health Service.
• Death in Service salary contribution.
• Various wellbeing activities focused on mental and physical health.
• A complimentary state-of-the-art all-day dining staff restaurant serving a range of nutritious meals.

Recognition and Career Development

• Referral Scheme ‘Introduce a Star’ where you can earn up to £1,500*.
• Instant colleague recognition and award programme with generous prizes.
• Colleague of the month nominations with generous prizes.
• Additional paid day off to celebrate your Birthday.
• Internal transfer and promotion opportunities.
• In-house training and development team with a strong focus on career progression and personal growth.
• Long service awards.

Memorable experiences

• Preferential room rates of £50 per overnight stay for yourself or your family across Maybourne.
• Hotel Guest Experience Stay* including an overnight stay and wining and dining at our infamous restaurants and bars.
• 50% Food and Beverage discount* across Maybourne.
• Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleague Children Party, etc.)
• Wedding and Baby gifts.
• Retirement functions.

*Terms and conditions apply to all benefits.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.