Customer Sales Supervisor / Reservations Supervisor

Customer Sales Supervisor / Reservations Supervisor

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Are you passionate about delivering outstanding customer experiences while leading a team to success? Do you thrive in a fast-paced, customer-centric environment and have the leadership qualities to inspire your team? If so, we have an exciting opportunity for you!

At Shangri-La, The Shard, London, we are looking for a dynamic and motivated individual to join our team as a Customer Sales Team Leader/Supervisor in our reservations department. In this role, you will play a pivotal role in ensuring our customers receive top service while leading and motivating a team of customer sales agents who handle guest reservations.

Your Responsibilities:

Product Knowledge: Gain a comprehensive understanding of Shangri-La\’s distribution structure, room product, rate structure, and hotel facilities.

Customer Sales: Convert booking inquiries into sales by employing effective selling techniques and monitor and maximize occupancy levels.

Service Standards: Exceed KPI targets with your exceptional service, ensuring every interaction reflects our commitment to courtesy and swift reservation handling.

Other Duties: Assume leadership of the team in the absence of the Customer Sales Manager, manage electronic filing, ensure compliance with PCI Compliance and GDPR policies, fulfil duty roster assignments, and complete essential training modules.

The Shangri-La Way: Uphold Shangri-La\’s core values and practices in your daily business interactions and relationships.

Does this sound like you?

Good knowledge of Opera PMS, Opera ORS, Synxis, and EZYield

Strong written and spoken English with excellent grammar

Exceptional telephone and customer care skills

Previous experience in a four or five-star London hotel

1 year of experience managing Reservations

Strong sales and leadership skills

Ability to work well under pressure

Exceptional organizational and detail-oriented skills

Empathetic and adaptable team player

Ability to work independently and confidently communicate

Understanding of Travel Agent, Third Party Website, and Wholesaler bookings

Availability for shift work, including weekends

Knowledge of guest recognition and retention techniques

Knowledge of Automatic Call Distribution Systems Knowledge of revenue systems (IDeaS) is desired but not essential

Who are we?

We are Shangri-La, The Shard, London, the first elevated luxury hotel in the city and Western Europes tallest building. Our guests dine with unparalleled views across London, capturing the citys most historic area, inclusive of Tate Modern, St. Pauls Cathedral, and Borough Market. Our award-winning restaurants offer an incredible world of dining in the clouds. As a valued member of our team you will be integral to our guests experience from the off-set and our team will ensure you have everything you need to succeed in your career with us.

In joining the Shangri-La Hotel London, we will offer you an array of exclusive benefits and lifestyle options such as but not limited to:

Competitive and generous pension contribution scheme

50% discounts in our exclusive award-winning luxury Restaurants and Bars

CODE Hospitality membership

Complimentary dining whilst at work

Complimentary dry-cleaning service for your work attire

Annual season travel ticket loan to support you in your journey to work

Staff rates at properties worldwide

Exclusive discounts across London Bridge area via the Shard Card membership scheme

Loyalty benefits- such as complimentary stays, monetary recognition for long service

Investment in your personal development via our vast online Shangri-la academy courses

Internal promotions and endless opportunities

Unique cultural and engagement events across all teams

Immediate enrolment onto our employee recognition platform moments of joy

Financial recognition for introducing new successful team members into the hotel via our inhouse talent team.

Please note that all applicants must be eligible to live and work in the UK, without restrictions. Documented evidence of eligibility will be required from all candidates.

Reservations Supervisor, Reservation, Customer Sales Supervisor

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