Reservation Manager

Who are we Mercure Holland House Hotel with its 275 en-suite bedrooms boasts a unique aesthetic that reflects Bristols rich industrial and maritime heritage. Its prime harborside location offers stunning views and easy access to the citys many attractions.

Role Responsibilities

The ideal candidate will have experience within hotel reservations and a passion for delivering exceptional customer service. They will demonstrate a friendly and positive attitude proactively anticipate and meet customer expectations and maintain a high level of attention to detail in all aspects of their work.

Responding to all telephone enquiries and emails in a timely friendly confident & professional manner displaying a clear & comprehensive knowledge of the hotel its facilities and details of other hotels in the Group taking every opportunity to upsell & refer business at all times.

Recording full and accurate details of guest requirements and bookings as per Company and hotel procedures.

Making clients aware of the full terms and conditions of the bookings including the cancellation policy and the need to confirm bookings prior to arrival.

Maximise revenue taking every opportunity to upsell.

Booking third party services in accordance with Company and hotel procedures.

Having knowledge of and operating the hotels cash handling and security procedures.

Handling challenging customer queries politely and swiftly in conjunction with your Line Manager as necessary.

Maintaining operational standards to the highest possible level in respect of service hygiene health & safety and ensuring minimal wastage

Preparing promotional material for offers and packages as instructed

Liaising with the Reception Team communicating guests requirements and details of forthcoming special bookings

Accountability for billing of reservations and ensuring pre-payment where required

Complete daily weekly & monthly checks

Key Requirements

Highly motivated with a can do attitude.

Confidence & ability to undertake proactive sales activity to include telesales & some face to face sales.

Strong desire to seek find & convert new bookings.

Uses a structured approach to ensure both proactive & reactive sides of the Reservations role are delivered. Driven & confident enough to achieve stretching results through planning review & revision of processes.

Naturally inquisitive & capable of handling objections and negotiating with confidence.

Passionate & enthusiastic.

Fully competent in the use of a computerised booking system.

Organised and works well under pressure.

Flexible approach to hours of work to ensure that the needs of the business are met

Demonstrate flexibility to embrace new trends and changes

Operating knowledge of other departments

Strong Commercial awareness

Benefits

Excellent on-going support training and development

28 days holiday including Bank Holidays per annum

Stakeholder Pension entitlement

Discounted hotel room rates for you your friends and family.

Competitive salary