At a Glance
- Tasks: Lead a dynamic team in managing room reservations and enhancing guest experiences.
- Company: Join Maybourne, home to some of the world's most iconic hotels.
- Benefits: Enjoy competitive pay, flexible leave, and wellness support.
- Other info: Be part of a fun, supportive team with great development opportunities.
- Why this job: Shape unforgettable moments for guests while growing your career in luxury hospitality.
- Qualifications: Strong leadership skills and a passion for exceptional service.
The predicted salary is between 31500 - 38500 £ per year.
We are seeking an exceptional Rooms Reservations Team Leader to join the Reservations team at Maybourne Corporate Office.
Maybourne owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Beverly Hills, The Maybourne Riviera and The Emory – six of the world's most renowned hotels, and Surrenne – wellbeing and longevity Member’s Club.
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.
At Maybourne it is our purpose to create stories of distinction, and we know that truly memorable experiences are made up of countless small moments.
Moments where the extraordinary becomes reality.
We are building on the reputation of our heritage properties by pursuing a global vision to lead the future of luxury.
This includes curating distinctive and enriching experiences, developing our digital capabilities and superior insights, enhancing our unmatched guest experience, and expanding the number of hotels, spas, and residences around the world.
Main Duties & Responsibilities
As a Rooms Reservations Team Leader you will be responsible for leading a team of Reservations Sales Consultants and overseeing the daily Reservations operation.
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.
Main responsibilities of the Rooms Reservations Team Leader role include but are not limited to:
- Daily Operations
- Continuously monitor and priorities 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 strong communication within the Reservations, Support office and Operational teams
- Lead by example by handling calls, emails and chats when required
- Act as a first line support for the Reservations Agents
- People Management
- Perform regular personalised motivational and inspiring one to ones as outlined by the Head of Reservations
- Ensure training is carried out on an on-going basis and standards are monitored to continually increase the performance and effectiveness of the team.
- Manage agent’s areas of concern by putting robust and consistent action plans in place
- Present coaching teams’ performance in weekly meetings with the Head of Reservations
- To instil sound product knowledge and selling skills in the Reservations team in order to increase conversion rates
- To establish procedures to ensure reservations consultants offer the defined variety of rates and promotional packages to optimise conversion, whilst up selling
- Monitor agent’s performance in line with Making Maybourne Magic framework
- To ensure the reservations team follow the standardised input formats when making, amending and cancelling reservations, as well as follow defined SOPs required, for example, denials, profile management, commission, call & email logging etc.
- Overseeing and conducting the new starter training programme ensuring all new agents receive detailed and clear training in line with Reservation standards.
Who thrives here?
You are passionate and driven to exceed expectations in every way.
You are warm and friendly with collaboration in your blood.
You have strong ambitions for yourself and the team around you, elevating your career and the team you work with every day.
You show curiosity and pay attention to the detail to anticipate what others need.
You are looking for a career not a job.
The Maybourne experience
You will find a supportive, fun and nurturing team where you can bring your ideas and creative & entrepreneurial thinking to your role.
We have a range of development interventions at every level and for different functional specialisms to help you design the trajectory of your career.
Here at Maybourne, we strive to reward our colleagues 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 increases after 3 and 5 years of service.
- Holiday Trading: Opportunity to purchase and sell up to 5 days of annual leave per year.
- Travel Season Ticket Loans.
- Retail discount of up to 50%.
- Smart Tech: The ability to purchase white goods and pay in 6, 9, or 12-month instalments.
- Wellbeing Support
- Subsidised monthly masseuse treatments.
- Flu vaccination vouchers.
- Eye test vouchers and contributions towards glasses.
- A dedicated team of Mental Health First Aiders and a 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 colleague restaurant serving a range of nutritious meals.
- Cycle to Work Scheme.
- Recognition and Career Development
- Referral Scheme ‘Introduce a Star,’ where you can earn up to £1,500*.
- Colleague recognition and award programme with generous prizes.
- Additional paid day off to celebrate your birthday.
- Memorable Experiences
- Preferential room rates of £50 per overnight stay for yourself or your family across the Maybourne.
- Hotel Guest Experience Stay* including an overnight stay and wining and dining at our renowned restaurants and bars.
- 50% Food and Beverage discount* across the Maybourne.
- Social events (Annual Awards, Summer Maybourne Picnic, Welcome to Work, Annual Colleague Party, Annual Colleagues' Children's Party, etc.).
*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.
Room Reservations Team Leader in London employer: Maybourne Corporate Office
At Maybourne, we pride ourselves on being an exceptional employer, offering a supportive and nurturing work environment where creativity and collaboration thrive. Our commitment to employee growth is evident through tailored development opportunities and a range of benefits, including enhanced family policies, wellbeing support, and memorable experiences that reflect our dedication to rewarding hard work. Join us in shaping the future of luxury hospitality while enjoying the unique advantages of working at our prestigious corporate office, surrounded by a team that values your contributions and ambitions.
Contact Details:
Maybourne Corporate Office Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Room Reservations Team Leader in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Maybourne Corporate Office. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Maybourne Corporate Office
Don't be shy about reaching out to Maybourne Corporate Office directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Room Reservations Team Leader in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Maybourne Corporate Office and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Maybourne Corporate Office
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
