Reservations Manager in Stoke-on-Trent

Our heart beats turquoise. Working at Motel One is like coming home to friends, where you can be your true self and where appreciation and support matter. We meet on an equal footing and see ourselves as one team: from our management to our trainees. We create a home away from home for our guests with our shared passion for modern design and high-quality service. Our more than 95 hotels in 13 countries impress with exclusive design, high service standards and first-class inner-city locations at an attractive price. As the founder and pioneer of the budget design concept, we are successfully expanding in the metropolises of Europe and beyond. Become part of our team and develop Motel One with us.

Together with your team, you will provide our guests with excellent service, starting with the booking process. Setting the standard for guest interactions and experiences via phone or email. As well as coordinating and managing your team, you will also be responsible for:

• Taking and processing bookings, as well as reviewing bookings, overbookings and options
• Overseeing and optimising the entire reservations process, ensuring smooth operations and maximum efficiency
• Setting and maintaining the highest standards for guest interactions and experiences across all communication channels
• Producing duty rosters and holiday schedules
• Conducting internal coaching and cross-trainings, as well as organising development training courses for Reservations staff
• Monitoring forecasts and checking budget projections
• Collaborating closely with both the Sales and Front Office teams, providing assistance during peak periods and ensuring seamless interdepartmental communication
• Implementing and maintaining a robust customer relationship management (CRM) system to track guest preferences and enhance personalised service
• Analysing reservation trends and guest feedback to continually improve services and processes
• Ensuring compliance with all relevant data protection regulations and maintaining the security of guest information

Do you have a great personality and excellent hosting skills? Then you will fit in here because these are our priority. You will also:

• Have completed an apprenticeship in the hotel trade and/or have professional experience in the hotel/catering/customer call centre industry or be looking for a change of career
• Enjoy developing employees – management experience is beneficial
• Have hosting skills and a passion for the hotel industry, as well as an excellent sense of quality and service
• Be open and communicative and have excellent manners, as well as a solid command of (written and spoken) English
• Be a team player and willing to provide assistance across departments – we achieve our results together
• Knowledge of Opera PMS would be an advantage

We value our people and reward their dedication with a competitive benefits package. As a Motel One team member, you'll enjoy staff accommodation rates at over 100 hotels across Europe, making it easy and affordable to travel. You'll also have the opportunity to take part in our bonus scheme, where you can earn up to £4,000 per year based on guest satisfaction reviews – a recognition of the great service you and your team deliver every day. Alongside this, we provide uniforms, shift allowances, and a range of perks designed to support your wellbeing and work-life balance. Most importantly, you'll be part of a friendly, professional team in a company that genuinely cares about its employees.