Group Reservations Manager

Hand Picked Hotels is a beautiful collection of 21 privately owned, luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location, from Scotland to the Channel Islands, offering breathtaking views, from vast countryside to expansive beaches, to lush woodlands. Dedicated to creating unique and enchanting stays, curated personalised service runs through the heart of every hotel. Delivered by warm and caring colleagues, Hand Picked Hotels are the perfect places for guests to unwind, relax and be pampered.

We are currently recruiting for a Group Reservations Manager to head up our reservations team based at our reservations office located in the grounds of Crathorne Hotel, Yarm, North Yorkshire.

About the role:

• The role of Group Reservations Manager will be responsible for setting the strategy for the Central Reservations Office in line with the overall strategy for Hand Picked Hotels in conjunction with the Director of Revenue.
• This role will manage the rooms & spa reservations team in the Group Reservations Office, driving a sales culture and exceptional service level delivery, in line with LQA standards.
• Be responsible for ensuring call conversions are met in line with the KPIs, whilst maximising revenues in line with budgeted expectations.
• Proactively manage the commercial delivery of the Group Reservations Office.
• As a leader within the Hand Picked management team, it is essential you are able to demonstrate a detailed knowledge and understanding of our company Brand Values.
• The Group Reservations Manager will be responsible for managing and coaching a team maintaining high standards of customer service, revenue and upsell opportunities.
• Instil a positive sales culture within the team, driving hunger for sales and ensuring high energy levels of customer engagement and emotional intelligence are maintained at all times by all Team Members.
• Conduct regular reviews of staff performance, identifying training needs, ensuring that they are actioned both timely and effectively.
• Manage the team rostering ensuring this remains within the payroll budgets whilst ensuring resources are deployed in line with business hours and demands.

About you:

• To be considered for this role, it is essential you have current multi-site hotel reservations experience.
• Be able to demonstrate understanding of the luxury hospitality industry and have the ability to drive and support the transformation of the Hand Picked brand.
• A minimum of 3-5 years experience of Customer Service, Contact or Central Reservations Teams in managerial positions, within luxury and high touch customer service environments within the hospitality industry.
• A degree in Hospitality Management with preferable experiences in the luxury hotel industry or hospitality industry.
• Hands on, energetic and resilient, with an ability and desire to lead true change management and coach individuals towards customer service excellence.
• Familiarity with customer service technologies and booking systems such as Mitel Ignite, Opera or comparable systems.
• Can demonstrate the ability to critically evaluate and challenge current work practices; is an innovator and able to think laterally.
• Must have excellent people leadership with a proven track record of leading teams, to support, drive and motivate to achieve pre-agreed business targets.
• A passion for data driven results and excellence, being able to show tangible results to our teams of how data quality improves efficiencies and guest experience.
• Able to drive is required due to the location of the office.

Our benefits include:

• A competitive salary package of £46,000 per year.
• This role is offered on a full time 40 hour week contract.
• Company pension scheme with a generous employer contribution.
• Life assurance scheme.
• Employee Assistance Program to support you with whatever life throws at you.
• Company Sickness Scheme Benefit.
• 28 days holiday per year including Bank Holidays, which will increase with length of service to a maximum of 33 days per year including Bank Holidays.
• Forward career progression, with access to our In House and external training programs, including apprenticeships and other recognised hospitality industry courses which are all supported by our learning and development team.
• Discounted staff stays in our hotels and on food & drink.
• Annual loyalty awards (like afternoon teas and overnight stays).
• Online retail discount platform offering thousands of savings with high street retailers and restaurants as well as a health and well-being platform.
• Opportunity to make lifelong friendships and be part of a team that celebrates Diversity and Inclusion.

Hand Picked Hotels is an Equal Opportunities employer. Candidates must be eligible to live and work in the UK.