Stay Your Way. Serviced Apartments in London

Careers At Q Apartments

Head of Reservations

Job Purpose:

To manage the reservations team, overseeing all daily reservation activities along with managing group stays, online channels, revenue management and lease management contracts. To ensuring that occupancy levels are maximised at the highest possible ADR’s, revenue targets delivered, whilst delivering consistent excellent customer service to agreed SLA’s. 

Duties & Responsibilities:

•    To oversee the reservations department, ensuring that monthly sales targets are delivered at all time (including Network EMEA/APAC/AMERICAS)
•    To motivate and drive the reservations team ensuring a professional and team orientated working environment
•    Drive and manage reservations team performance, setting up and refining departmental procedures and be proactive towards achieving the best out of the team
•    To coach, counsel, motivate and develop team members on a regular basis
•    To ensure that the Q Apartments reservations call standards are maintained
•    To ensure that budget is achieved by maximising on room sales through managing the rate levels and occupancy strategy in liaison with the Head of Revenue 
•    To ensure the department is adequately staffed at all times and motivated to deliver high levels of guest service
•    To ensure all training is recorded and evaluated
•    Ensure that the Property Management System (PMS) is maintained up to date and all reservation details are recorded with 100% accuracy
•    Participate in strategy meetings and help set departmental targets to grow the business through proactive selling and effective conversion of all enquiries
•    Acting as the escalation point for all issues raised within the Reservations Department
•    Review and put suggestions forward for improvements and enhancements to the allocation procedure
•    Prepare reporting as required by Head of Revenue
•    To monitor the revenue recovered from no-shows and late cancellations
•    Assist the revenue team in achieving maximum room rate, yield and conversions
•    Monitor occupancy, overbooking, tracking of promotional offers, denials, rate and inventory control
•    To participate in the preparation of the annual budget and revenue plan
•    Liaise with Head of Sales regarding short, mid and long term rate strategies

Experience & Qualifications:

•    Keep up to date on industry news – Business Travel and serviced apartment industries
•    Participate in business events where appropriate and be flexible as to location and hours where customer events dictate.
•    Must have a minimum of 3 years’ experience within management role in a Reservations/Revenue department of a serviced apartments or hotel business
•    Experience with Rota’s

Competencies:

•    Results orientated 
•    Customer care, excellent interpersonal skills
•    Proactive with high standards
•    Strong IT skills and experience of PMS, booking engine and channel management systems and online agency extranets 
•    Must be well spoken with excellent written and oral English 
•    Leadership, Influencing & leading by example
•    Planning and organisation, time management and prioritisation workload
•    Be able to work under pressure and during periods of change
•    Maintaining a smart and professional experience at all times

Location:

Based at Q APARTMENTS across London but may need to travel to other Q APARTMENTS locations globally as required and reporting to Head of Global Revenue & Reservations. Shifts are organised in conjunction with the line Manager to ensure cover is provided at all times. Weekend working may be required and the nature of the role will require a high degree of flexibility.

To apply: Send us an email with your CV and cover letter to recruitment@qapartments.com

For more career opportunities visit our careers page at: www.qapartments.com/career or follow our social media channels to stay up to day with our latest vacancies.

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