Cluster Groups & Reservations Supervisor

Cluster Groups & Reservations Supervisor

Department: Management & Admin

Employment Type: Full Time

Location: Holiday Inn - London Brentford Lock

Compensation: £35,000 / year

Description

As a key member of the Reservations department, you will build strong relationships through regular contact by telephone, e-mail and in person with a primary focus on group business. You will also actively seek client feedback and sales leads wherever possible. You will supervise the reservation process across multiple hotels and brands to ensure procedures and brand standards are achieved.

What You Will Do In This Splendid Role

Our team are the heart and soul of all we do. Here’s what you’ll be up to:

Financial Returns:

• Ensuring individual and group reservations strategies are adhered to as set by the Line Manager.
• Work closely with the Hotel Sales Manager and Regional Revenue Manager to maximize room revenue and sales.
• Work with Sales Office Manager to ensure all online content is kept relevant.
• Upsell services to enhance guest experience and revenue.
• Convert inquiries into confirmed bookings.
• Preparing reports on reservations and revenue as required for Holiday Inn Brentford Lock and Four Points Flex - Euston.

People:

• Ensure that the Reservations Agent are undertaking their required tasks and supporting where required.
• Liaising with other departments, such as housekeeping and the front desk, to ensure a coordinated approach to reservations.
• Attend regular training sessions as required.
• Respond to calls and email requests promptly.
• Provide colleagues with weekly and monthly reports.

Guest Experience:

• Ensure all emails and telephone calls are handled professional ensuring IHG one rewards members and Marriott Bonvoy members are recognised.
• Ensure guests requests/history is communicated to operational departments in a timely manner
• Proactively seek feedback and build relationships to drive continuous improvement in guest satisfaction.
• Assist the front office from time to time.
• Perform quality checks on reservations to ensure a smooth guest experience.

What makes you Splendid?

We live by our values – and we’d love you to bring them to life every day:

• Open - If you believe that great work starts with great relationships, you’ll feel right at home here.
• Nimble - We’re looking for someone who thrives in a fast-paced, agile environment and isn’t afraid to take initiative.
• Brilliant - You bring energy, creativity, and a commitment to excellence—and you enjoy the process as much as the results.
• Honest - We’re looking for someone who values transparency, takes ownership, and builds trust through their actions.

Bring your personality, positivity and passion for people and we’ll give you the training and support to shine.

Benefits

When you join Splendid, you will enjoy a reward package to support your lifestyle, wellbeing and career. Here are just some of the benefits on offer:

• Employee Assistance Programme (EAP) - confidential wellbeing support whenever you need it with 24/7 access to remote GP appointments.
• Hotel Room Discounts - stay with us or our partner hotels at special team rates including discounted rates for friends and family.
• Food & Beverage Discounts - enjoy meals and drinks at reduced prices across our hotels.
• Life Assurance - peace of mind for you and your loved ones.
• Salary Sacrifice - Car Scheme: our team members can enjoy the ultimate benefit of driving a brand new, full insured and maintained car for a fixed monthly amount taken from their salary.
• Stream - access your earned wages up to 50% whenever you need them giving you financial flexibility and Highstreet discounts available.
• Pension - auto enrolment into the company pension scheme.
• Learning & Development - opportunities available to progress your skills and career.