Cluster Reservations Supervisor (f/m/d)

Cluster Reservations Supervisor (f/m/d)

Job Description

How does your working day look like...

• You are hands-on in the daily reservations operation and personally handle individual and group reservations across our various booking channels
• You take professional responsibility for the Reservations department, coordinate the day-to-day operation and ensure that tasks and enquiries are handled reliably and promptly
• Together with the Operations Manager, you will help shape the set-up of our new local Reservations department and develop processes, standards and workflows
• You are the first point of contact for your Reservations Team, support the onboarding of new team members and regularly conduct on-the-job training
• You keep a close eye on our Reservations inbox and various booking channels and ensure consistently high processing quality
• You work daily with our PMS and reservation systems and take responsibility for maintaining accurate booking and guest data
• You manage and maintain room allotments and allocations and work closely with Revenue Management and Sales
• You see Reservations as an important sales channel and actively drive upselling of rooms and additional hotel services together with your team
• You handle more complex guest requests and complaints and find the right solution even when things do not go according to standard procedures
• You oversee group bookings and group invoices and ensure a smooth flow of information between all departments involved
• You ensure professional maintenance of our guest profiles in Opera Cloud and, together with the team, further develop Guest Recognition and our relationships with returning guests
• You work closely with Front Office, Revenue, Sales and the operational departments and act as the central point of contact for all reservation-related topics
• You identify opportunities for improvement in the daily operation and are excited to not only manage a new department, but actively help build and shape it from the ground up

Qualifications

• Your personality counts more than your CV...

• You have solid experience in hotel reservations or Front Office and are ready to take on greater professional responsibility. First leadership experience is a plus, but not essential for us

• You are hands-on and enjoy getting involved in the day-to-day operation yourself, while still being able to keep an overview, set priorities and provide guidance to others

• You are excited about helping to build a new department, questioning existing ways of working and developing practical solutions together with the Operations Manager

• You have a strong guest focus and commercial mindset, enjoy selling and know how to identify opportunities for upselling and additional sales

• You work in a structured and reliable manner and keep a clear overview even when group enquiries, phone calls, inboxes and individual guest requests are all coming in at the same time

• You communicate confidently in German and English. Additional languages and experience with Opera Cloud are a plus

• Additional Information

• What`s in it for you...

• Get to know all the other 25hours Hotels and stay for free for a maximum of 10 nights per year as a employee

• Get an extra allowance for travelling by public transport and take advantage of fantastic offers from our cooperative partners!

• Take advantage of being a part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world

• Benefits from great offers from our numeros cooperations partners

• Be part of our hilarous staff parties and much more...