Room Reservations Team Leader

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:

• 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.
• Subsidised monthly masseuse treatments.
• 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.
• 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.