Reservations Supervisor

Reporting to- Reservations Manager / Guest Experience Manager

Department- Reservations

Hours- 40

ESCAPADE SILVERSTONE

Born from a love of all things motorsport, Escapade started out with a simple but bold idea: to design the ultimate experience for motorsport enthusiasts, a community that shares a collective lust for performance, speed, and great machines. With modern trackside accommodation and a performance-led clubhouse to enjoy close-up viewing of top-level racing, we have created a space which seamlessly merges hospitality and motorsport in an original way right on the edge of the iconic Silverstone racetrack.

JOB PURPOSE

The Reservations Supervisor at Escapade will oversee all Reservations, and follow up on bookings in order to maximise revenue and Guest satisfaction. You will be responsible for performing the follow tasks to the highest standards:

KEY RESPONSIBILITIES

• Oversee the accuracy of room blocks, reservations, and group market codes.
• Oversee all reservation enquiries including group, owner, and individual bookings.
• Communicate company values and/or culture to new employees.
• Review and implement new Reservations procedures.
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type.
• Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations.
• Follow sales techniques to maximize revenue. Input and access data in reservation system.
• Respond to any challenges found for accommodating rooming requests.
• Set-up proper billing accounts according to accounting policies.
• Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to the appropriate individual.

TEAM RESPONSIBILITIES

• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; thank guests with genuine appreciation.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.

PERFORMANCE RESPONSIBILITIES

• Performance will be monitored against the following:

KEY RELATIONSHIPS

• Residence Owners
• Escapade Guests
• Escapade Management and Staff
• Silverstone Senior Management Team

KNOWLEDGE, SKILLS AND QUALIFICATIONS

• A strong background in a luxury hotel or F&B environment
• Positive, engaging, and energetic personality
• Very high attention to detail
• High level of numeracy
• Excellent communication skills, both written and verbal
• Proficient in hotel reservations systems such as Opera and in-house XXX CMS systems
• A diploma or above in hospitality-based qualification?is advantageous
• An excellent command of the English language. Additional languages are advantageous?
• Has an immaculate level of personal grooming & hygiene, exudes style and sophistication
• Competent in using IT systems and software including Microsoft Office is advantageous
• Full, Clean UK driving licence

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