Reservations Manager

Role Purpose Statement:

To provide leadership and support to the central reservations team ensuring member requirements and expectations are fulfilled to an exceptional standard. Accountable for room revenue and restaurant cover targets for both clubhouses whilst maintaining consistent high levels of service through attention to detail.

Main Accountabilities:

Department Budget

• To be fully conversant with the facilities, services and special promotions offered by the club, communicating this information to members and their guests at any opportunity providing alternative solutions where availability is restricted.
• Develop overall pricing strategy to include revenue channels, driving performance through efficient pricing and yield management.
• Ensure members receive the best value for money available under the clubs pricing strategy
• Manage all promotional activity and events through ResDiary for all restaurant outlets
• Compile weekly/monthly performance reports to analyse key drivers to maximise performance and understand overall effectiveness of strategies.
• To ensure restricted dates, offers and promotions are updated and monitored daily whilst operating according to rooms strategy/top line actions.

Service Delivery/Operations

• Lead by example promoting “can do” attitude and anticipation of members needs
• Maintain, implement and update all training manuals to ensure the club’s standards of excellence are maintained throughout the member’s experience.
• Ensure member queries and bookings are dealt with efficiently in line with the Club’s standards of excellence ensuring emails are replied to promptly, on the day of receipt or within 24 hours.
• To be able to communicate promotional material, articulate restaurant concepts and provide expert knowledge about the product and service.
• Manage inventory efficiently with clear communication lines to banqueting, events, motoring, group reservations etc. to control group and block inventory.
• Demonstrate clear and effective lines of communication with front office and restaurant receptions
• Ensure policies for no shows, late cancellations and early departures are clear to the team and communicated effectively through the reservation process.
• Develop and implement department “Standards of Performance” manuals to reflect the club’s level of expectation.
• Written and verbal communication to members must resonate appropriate etiquette, responding promptly and with courtesy in a friendly manner.

Service Quality

• To develop and maintain excellent working relationships with all departments across the club
• Implement efficient procedures ensuring all reservations are recorded systematically and with precision in the PMS and other, and that member profiles are precise and updated.
• Ensure member queries and/or feedback is passed to the appropriate manager immediately with clear explanation, following a time constrained holding response to the member.
• Attend all relevant training as and when required.
• Show willingness to take on additional responsibilities when necessary

Resource Planning/People Management

• Direct and coach reservations team to maintain a high level of member/guest service in line with SOP’s and Leading Quality Assurance standards
• Develop and maintain high employee morale through effective communication as well as promoting a climate of enthusiasm and encouragement
• Oversee training programs of newly hired staff and develop existing staff skills in order to promote a climate of enthusiasm and encouragement
• Be part of the interview and selection process for central reservations team. Discipline staff when appropriate in order to maintain a high level of member/guest service

Health and Safety Compliance

• Ensure attendance to H&S training in order to be fully compliant with H&S legal requirements
• Report all accidents, near misses and hazard to your manager to ensure they are dealt with to prevent any injury.

Key Data:

108 bedrooms in Pall Mall, 22 in Woodcote Park
3 restaurants in Pall Mall and 3 at Woodcote Park, bookable for breakfast, lunch and dinner