The Role
We're looking for a Customer Excellence Manager – Reservations, Meetings and Events,to join our team. The role reports directly to the Head of Customer Excellence and is part of the team based in our central office at Holiday Inn Rugby-Northampton (NN6 7XR).
You will be one of four Reservations, Meetings and Events Managers for Kew Green Hotels, a portfolio of 40+ properties across the UK. Heading up a region of eleven hotels, you’ll be supporting your team as well as the wider central team with a focus on maximising revenue and conversion of all groups, reservations and meetings revenue.
What you'll be doing as one of our Regional Reservations, Meetings and Events Managers:
* Ensuring your team always provide an exceptional experience for our customers, both verbal and written.
* Maximising revenue and conversion of all groups, reservations and meeting opportunities.
* Personally overseeing qualifying of high value enquiries to increase conversion.
* Preparing and facilitating weekly team meetings.
* Driving motivation and engagement within your team and supporting them with day-to-day queries.
* Develop and maintain excellent product knowledge of Kew Green Estate of 40+ hotels in the UK.
* Building and maintaining strong relationships with colleagues across the estate ensuring that we all work as one team to deliver customer excellence through being effective, efficient, and ensuring our events running smoothly.
* Monthly attendance to our Commercial Strategy Reviews, presenting trends and insight analysis for the region.
* Daily dip checking of your teams work to ensure accuracy, attention to detail and revenue generation. Fostering an environment of on the job coaching and feedback to have constant improvement.
* Management of customer feedback including responding to guest problems and complaints.
* People management to include return to works, performance reviews, recruitment and monthly one to ones.
* Monthly commercial reporting for our owners.
* Attending weekly manager meetings as required.
Who we are looking for:
This role would be perfect for someone who has worked in a single site sales office manager role and is ready to take the next step to a multi-property role, or someone already in a central supervisory role. We would also be delighted to talk to anyone who has worked in a customer-facing role before in any industry. You would have to be able to clearly demonstrate ability to lead a team. If you're good at building relationships, communicating, and results focused that's even better.
Next steps
Our Head of Customer Excellence will be in touch to understand what you are looking for in your next role. If successful at this stage, you will be invited in for a face-to-face first stage interview with our Head of Customer Excellence and to have a tour of the office. The second and final interview stage will be with our Director of Revenue and Customer Excellence.
Benefits
Our rewards package includes:
* Discounted hotel stays around the globe, with food and beverage discounts.
* Attractive discounts across many major retailers, restaurants, and events.
* FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms).
* Personal and career development, including apprenticeships.
* 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice.
Who are Kew Green Hotels?
Kew Green Hotels is a rapidly expanding global company, with a diverse portfolio across several leading hotel brands.
Our mission is to operatehotels which make us proud, but what unites us all is our values:
* We Love To Pursue Outstanding
* We Respect Our People And Communities
* We Focus On Details
* We Are Pragmatic
If you share our values and you’re committed to doing work that you can be proud of, we would love to hear from you!
You can find out more about our mission and values, our history and more on our websiteat www.kewgreenhotels.com
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