- Category
- Customer Service
Key Responsibilities
• Developing and implementing strategies to maximise revenue, occupancy, and guest satisfaction, working closely with the Sales team.
• Continuously assess and optimize the Reservations function to align with business goals, identifying opportunities to drive revenue and enhance efficiency.
• Providing key insights and recommendations for forecasting and budgeting, contributing to financial planning and business development initiatives.
• Monitoring team performance, including remote team members, ensuring workload distribution is fair, productivity remains high, and service levels are maintained.
• Handling escalated guest enquiries and complaints, resolving issues effectively to maintain guest satisfaction.
• Act as the key liaison between Reservations, Front Office, Sales and Operational teams to ensure seamless communication and guest service.
• Working closely with Marketing to ensure promotional packages and offers are effectively and communicated and implemented within the Reservations system.
• Maintaining expert-level knowledge of all reservations-related systems, including Opera, Premspa, Sevenrooms, Duetto Synxis and One Journey.
• Driving efficiency through technology, identifying system enhancements and automation opportunities to improve the guest booking experience.
Key Skills, Qualities & Experience
• Proven experience in a senior Reservations, Revenue or Front Office leadership role, ideally within a luxury hospitality environment.
• Strong commercial acumen with experience in revenue optimization and data-driven decision making.
• Excellent team leadership and development skills, with a track record of building high-performing teams.
• Exceptional communication and stakeholder management abilities.
• A deep understanding of reservations systems and hotel booking platforms, with a passion for leveraging technology to enhance operations.
• Highly organised, detail-oriented and able to work effectively under pressure
Benefits
Grantley Hall offers a wide range of benefits and opportunities for all employees:
- A monthly service charge - typically £2,400 annually
- 31 days holiday increasing to 33 days with length of service
- Access to earnings before payday (Wagestream)
- Free parking
- Complimentary meals when on duty
- Discounted modern and spacious live-in accommodation
- Celebrating success! Company parties, winter award ceremonies and team events and incentives through the year. We also celebrate training achievements, birthdays, babies, marriages and so much more…
- Team appreciation and wellbeing activities - Team member of the month awards, BBQ’s, ice cream van, team massages, competitions & prizes, seasonal gifts, flu jabs
- Grantley Hall discounts - 50% off food and 20% off beverage, £100 B&B for employees (£150 B&B for friends and family), 20% off spa and gift shop products
- Access to hundreds of exclusive employee benefits, rewards and discounts targeted specifically at the hospitality sector. We support our employees do more with their money and help their wellbeing be providing access to a wide range of stand out well being support.
- Discounted hotel stays with Pride of Britain hotels
- Complimentary bespoke uniform and annual shoe allowance
- Free sight tests for those eligible
- Onsite Team Gym with professional induction
- Refer a Friend Scheme where you can earn up to £1000
- 24/7 Employee Assistance Support line and online portal supporting ‘mind, money, move, munch’
- Grantley Academy to support your development
- Annual paid volunteering days
