ASSISTANT RESERVATIONS MANAGER

Grantley Hall is an exclusive, five star luxury hotel and wellness retreat, nestled in the heart of the Yorkshire Dales. With 47 exquisite rooms and suites, four exceptional restaurants and five sophisticated bars. The extensive development has also included the introduction of a tranquil spa and pioneering ELITE luxury gym and executive wellness facility, alongside a stunning events pavilion that seats up to 180 guests with a unique and glamorous champagne and cocktail bar

Key Responsibilities

• To have an overview of all incoming enquiries into the business including rooms, dining requests, spa day bookings and via both incoming telephone calls, emails and system generated bookings.
• To employ a highly commercial approach identifying both risks and opportunities for the business and taking action, or recommending actions, that are needed to maximise all opportunities.
• To work closely with the Front Office and Operational teams to ensure that all guest bookings are completed to company standard so they can deliver exceptional customer service on arrival. To ensure the Reservations team are adhering to agreed processes and providing all necessary information at the pre-arrival stage.
• The Assistant reservations Manager will assist in ensuring all procedures are performed to the Grantley Hall standards and assist reservation consultants wherever necessary in performing all job functions.
• To oversee the daily complimentary upgrade process with a view to maximizing occupancy levels and to also ensure strong restaurant diary management is in place so that we are maximizing cover opportunities during busy services.
• Assist in training new team members and creates a culture of generating new knowledge opportunities and good service attitude.
• To monitor the performance and efficiency of all team members, particularly as some of the team are home workers, to ensure compliance to company standards and that all individuals are doing a fair and equitable share of the workload.
• To hold extensive knowledge of all systems required to manage the business effectively including Opera, Premspa, Sevenrooms, Duetto, Synxis, One Journey and to support colleagues in the management of systems as required.
• To support with the collation of weekly forecasts that are submitted to the Finance Director and highlight any forecasted shortfalls at the weekly sales and revenue meeting.
• Assist the Head of Reservations and Revenue with weekly and monthly reports in their absence and to attend any meetings as the departmental representative as required.
• To handle complaints relating to the team with a view to resolving them quickly and to the guest satisfaction, requesting support from senior team members if unable to do so.

Key Skills, Qualities & Experience

• The successful individual will be confident, self-motivated and present a professional persona in all circumstances.
• Good verbal and written communication skills are required.
• The ability to demonstrate a strong customer service ethos and the ability to deliver consistently high levels of service delivery.
• Attention to detail is vital.
• Exposure to a 4 or 5 star environment in the hospitality industry would be advantageous.
• Flexible approach to working hours as there will be some weekend work and early/late shifts required to ensure office opening times are covered.
• The ability to work both individually and as part of a team

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