Property: Cluster Reservations Manager across all Zetter Properties (including Marrable’s Hotel)
Company Description:
The Zetter Group creates award-winning hotels, parlours, and bars with distinct personalities, wit, and style. Their venues include The Zetter Clerkenwell, The Zetter Marylebone, and Marrable's Hotel, with The Zetter Bloomsbury coming in late 2025. Known for reinventing the boutique hotel concept, The Zetter Group's properties are value-driven, boutique, and rich with character, focusing on attention to detail, narrative, and the guest experience. Sustainability is at the core of their culture, guiding their operations.
Job Overview:
We are seeking a Reservations Manager who will play a pivotal role in overseeing the reservation operations, ensuring efficient and effective booking processes, and contributing to the overall success of the hotel. The ideal candidate will possess strong leadership skills, in-depth knowledge of reservation systems, and a strategic mindset to optimise revenue and enhance the guest experience.
Responsibilities:
1. Supervise and lead the reservations team, providing guidance, training, and support.
2. Foster a positive and collaborative work environment, promoting teamwork and excellence in customer service.
3. Conduct monthly 1-2-1’s and appraisals with the team where necessary.
4. Reservation System Management:
5. Oversee the implementation and maintenance of the hotel's reservation system (PMS).
6. Ensure the accuracy and integrity of reservation data, rates, and availability.
7. Groups:
8. Work with the sales department to oversee, coordinate and manage group bookings.
9. Work with Head of Revenue and distribution to develop and implement strategies to maximize room occupancy, average daily rate (ADR), and revenue per available room (RevPAR).
10. Monitor market trends, competitor pricing, and industry best practices to make data-driven decisions.
11. Assist with day-to-day revenue tasks in the absence of Head of Revenue and Distribution.
12. Attend weekly Commercial Meeting to work closely with all departments to help achieve the budget targets.
13. Guest Satisfaction:
14. Collaborate with the front desk, sales, and housekeeping teams to ensure a seamless and positive guest experience.
15. Address and resolve escalated guest inquiries and issues related to reservations.
16. Manage all pre-arrival requests ensuring guest profiles are updated for better inhouse efficiencies.
17. Reporting and Analysis:
18. Generate regular reports on reservation metrics, trends, and performance.
19. Analyse data to identify opportunities for improvement and implement changes to enhance efficiency and revenue.
20. Monthly Commission checks for all different revenue streams (using tools provided).
21. Work closely with front desk monthly to check of any open balances from guest bills.
22. Training and Development:
23. Conduct ongoing training for reservations staff on new procedures, system updates, and customer service best practices.
24. Evaluate team performance and provide constructive feedback for continuous improvement.
25. Continuously review current SOPs and make necessary changes to keep in line with market trends.
26. Work closely with the sales and marketing team to align reservation strategies with overall hotel objectives.
27. Collaborate with revenue management and finance departments to ensure accurate forecasting and budget adherence.
Requirements:
1. Proven experience in hotel reservations management or a similar role.
2. Strong leadership and team management skills.
3. In-depth knowledge of reservation systems, preferably Apaleo Property Management System.
4. Analytical mindset with the ability to interpret data and make strategic decisions.
5. Excellent communication, interpersonal, and problem-solving skills.
Personal attributes
1. Be driven; we love a go-getter, someone that understands what needs to happen to get the job done and reach targets.
2. Be accountable; it is your job after all. But remember we are a team; shout if you need help.
3. Pay attention to details; once it is with the guest, it is impossible to get it back, so we expect your best work before you press send.
4. Be organised; the role is diverse and requires juggling enquiries, meetings, deadlines, several working locations, all the while managing your guests’ expectations.
5. Be sociable; get to know your colleagues. Some of them will surprise you! We have some of the most talented people among us.
6. Above all, be yourself; we are a lovely bunch. We work hard and we do not take ourselves too seriously; we also like to let our hair down!
What we will offer you!
1. Here at The Zetter Group, we are all about working hard yet having fun whilst we do it!
2. Food & drink discount in all Zetter parlours (50% off),
3. Referral Bonus – Up to £500,
4. Friends & Family hotel rate – 50% off for all family & friends,
5. Employee of the month rewards,
6. Free meals on duty,
7. Paid day off on your birthday... and much more!
We are an equal opportunity employer, and all applications will receive consideration for employment without regard to any protected characteristics by law.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Hospitality
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