ASSISTANT RESERVATIONS MANAGER

Full Time
£30,500 per annum plus monthly service charge, typically £2,400 annually
37.5 hours
Nestled in the North Yorkshire countryside, Grantley Hall is a five-star, 17th-century property offering a blend of stately grandeur and contemporary luxury. A leader in luxury hospitality, it was the first UK hotel to achieve Hospitality Assured World Class Status and also received a Two MICHELIN Key Distinction in 2024. As a member of The Leading Hotels of the World and PoB Hotels, it features 47 opulent rooms and suites, five restaurants, three bars, an award-winning spa, and a cutting-edge gym, making Grantley Hall a truly distinctive luxury experience. The hotel is also a member of Forbes Travel Guide which recognises a commitment to service excellence across the globe.

KEY SKILLS, QUALITIES & EXPERIENCE

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• To have an overview of all incoming enquiries into the business including rooms, dining requests, spa day bookings and via both incoming telephone calls, emails and system generated bookings.
• To employ a highly commercial approach identifying both risks and opportunities for the business and taking action, or recommending actions, that are needed to maximise all opportunities.
• To work closely with the Front Office and Operational teams to ensure that all guest bookings are completed to company standard so they can deliver exceptional customer service on arrival. To ensure the Reservations team are adhering to agreed processes and providing all necessary information at the pre-arrival stage.
• The Assistant reservations Manager will assist in ensuring all procedures are performed to the Grantley Hall standards and assist reservation consultants wherever necessary in performing all job functions.
• To oversee the daily complimentary upgrade process with a view to maximizing occupancy levels and to also ensure strong restaurant diary management is in place so that we are maximizing cover opportunities during busy services.
• Assist in training new team members and creates a culture of generating new knowledge opportunities and good service attitude.
• To monitor the performance and efficiency of all team members, particularly as some of the team are home workers, to ensure compliance to company standards and that all individuals are doing a fair and equitable share of the workload.
• To hold extensive knowledge of all systems required to manage the business effectively including Opera, Premspa, Sevenrooms, Duetto, Synxis, One Journey and to support colleagues in the management of systems as required.
• To support with the collation of weekly forecasts that are submitted to the Finance Director and highlight any forecasted shortfalls at the weekly sales and revenue meeting.
• Assist the Head of Reservations and Revenue with weekly and monthly reports in their absence and to attend any meetings as the departmental representative as required.
• To handle complaints relating to the team with a view to resolving them quickly and to the guest satisfaction, requesting support from senior team members if unable to do so.