THE PETERSHAM

Privately owned, The Petersham is a luxury 61-bedroom hotel and restaurant on Richmond Hill overlooking the River Thames.
The Petersham is looking for an enthusiastic, experienced Reservations Assistant Manager (Maternity Cover) to join our dynamic team. The ideal candidate will possess exceptional phone etiquette and a strong background in guest services, ensuring that all individual and group reservations are handled efficiently and professionally. As a key member of our team, you will play a vital role in enhancing the guest experience and maintaining the high standards of our establishment.

EXPERIENCE

• Proven experience in reservations or front desk roles within the hospitality industry is essential.
• Strong understanding of hotel operations and guest services.
• Excellent phone etiquette with the ability to communicate clearly and effectively.
• A passion for hospitality and a commitment to providing outstanding service.

• Oversee all aspects of the hotel’s bedroom reservation process, ensuring accuracy and efficiency.
• Manage incoming reservation and group requests via phone, email, and online platforms.
• Candidate should have experience using Opera Cloud PMS software and payment processes knowledge.
• To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales.
• Provide exceptional guest services by addressing inquiries and resolving issues promptly.
• Maintain an organised system for tracking reservations and cancellations.
• To ensure that guest history is maintained in good order, working together with the reception team for every guest, both individuals and group members.
• Collaborate with other departments to ensure seamless guest experiences.
• Train and mentor staff on best practices in hospitality and customer service.
• Analyse reservation trends to optimise occupancy rates and improve service delivery.
• Ensure compliance with hotel policies and procedures regarding reservations.
• Upsell and cross-sell as frequently as possible to ascertain special occasions and other possible revenue opportunities
• Ensure the complication of RFP’s on Lanyon/c vent platform.
• Liaise with the external revenue company.