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Assistant Reservations Manager - Bruton, Somerset

Employer
The Newt in Somerset
Location
Bruton, Somerset
Salary
£30,000 per annum
Closing date
1 May 2024

Job Details

Assistant Reservations Manager - Bruton, Somerset

 

 

The Newt in Somerset has ancient woodland, historic gardens and far-reaching views. It is a unique destination with Hotel, Spa, Restaurants and much more. Visitors can take a tour of the gardens, deer park and cyder press, dine in the Garden Caf , and visit our farm shop. Expecting to attract some 150,000 visitors per year, The Newt in Somerset is a vibrant and thriving attraction, animated throughout the seasons by special events, workshops and education programmes.

Department Description

Our reservations team are a key part of the hotel & visitor attraction, being the first point of contact for most guests, usually by phone or email. We pride ourselves in offering each guest a personalised experience, through building relationships and pre-empting their needs.

Position Summary

This is a role for a self-motivated, confident and personable individual with impeccable attention to detail. The role involves supporting the Head of Reservations in ensuring that all guests and potential guests have an efficient, personable, and pleasant experience, that enquiries are converted effectively and sales opportunities are maximised, and that the reservations team re engaged, committed and content in their roles.

Key Responsibilities:

  • Guests:
    • Ensure accuracy, efficiency, & consistency in all reservation's communications is positive, clear and includes accurate grammar, spelling, and punctuation at all times
    • Anticipate guests needs and encourage team to do likewise
    • Build and grow strong relationships with guests and encourage team to do the same
    • Provide a seamless experience for all guests whilst managing their expectations effectively
    • Solves and resolves guest queries and complaint by any channel
    • Communicating difficult situations to guests in advance of their arrival as required
    • Enforcing company parameters & cancellation policies
    • Ensure contact is made with all guests post booking as required
    • Check all guest bookings are accurate, and all guest information is requested pre-arrival
    • Ensure contact is made with all guests pre-arrival as required
    • Ensure appropriate room allocations for all arrivals

 

  • Team:
    • Recruit and retain an engaged, motivated and committed reservations team
    • Ensure that all reservations team members have the training, knowledge and tools required for the role, including comprehensive knowledge of the estate, systems, rooms, strategies and policies
    • Hold quarterly team meetings and monthly catch ups with each team member
    • Ensure data is stored securely
    • Ensure reservations team complete all required EHA training modules
    • Ensure internal communication is positive, clear, proactive, timely, and comprehensive
    • Send weekly updates summarising quantity, efficiency and content of reservations calls & emails
    • Manage Freshdesk templates to aid the reservations teams efficiencies
    • Create and issue SOPS for the team to ensure consistency and clarity
    • Ensures that the reservations office and space is always kept clean and tidy
    • Maintain a high standard of appearance within the team
  • Sales:
    • Successfully convert new enquiries and maximise business opportunities
    • Liaise with Sales team, Head of Communications, Perowne, Kentos Travel, Rebecca Recommends to book Fam Trips, Site Visits, Show rounds and Press Stays
    • Ensure all bookings are paid for in a timely manner and any outstanding payments are followed up efficiently, and unpaid bookings are released in accordance with SOPs
    • Take on more revenue related responsibilities in the absence of the Head of Reservations & Revenue,

Skills and Experience

  • Guest service and team oriented with positive attitude and strong interpersonal skills. Passionate about wowing guests and has the qualities to lead their team to enthusiastically follow
  • A senior customer service agent from a five star or similar background with strong experience of outstanding customer service and efficiency
  • Two or more years' experience of travel industry reservation systems and hotel property management systems, preferably Opera.
  • Excellent oral and written skills. Excellent organisation skills.
  • Proficient in Microsoft Word and Excel.
  • A proactive manager who portrays a standard of behaviour, which incorporates impeccable conduct and outstanding personal appearance.
  • Manages time and resources effectively, meets deadlines and delivers agreed objectives by prioritising, overseeing and managing tasks through to completion
  • Remains confident when dealing with negative situations and calm under pressure
  • Organised and uses a systematic approach, thinks ahead and develops contingencies
  • Adheres to legal obligations. Conforms to standards and procedures
  • Behaves with integrity and treats people with respect and fairness

 

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