Junior Reservations Supervisor

Celtic Manor Job Description and Person Specification DEPARTMENT Reservations POSITION Junior Reservations Supervisor REPORTS TO Reservations Manager, Assistant Reservations Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position.

Employees will be required to perform any other job-related duties assigned by their Senior Manager.

POSITION OVERVIEW

We are looking for a motivated and detail-focused Junior Reservations Supervisor to support the day-to-day operation of our Reservations Team. Working closely with the Reservations Manager, Assistant Reservations Manager and Reservations Supervisors you will help support the team to deliver exceptional guest service, maintain high levels of accuracy and support the achievement of departmental revenue targets.

This is an excellent opportunity for someone looking to take the next step in their hospitality career and develop their supervisory and leadership skills within a fast-paced environment. GENERAL Support a guest-focused culture that reflects the Resort Ambition and contributes to profitability and exceptional service delivery.

Build and maintain positive working relationships within the Reservations Team and across all departments. Comply with all Health Safety, Waste management, Fire Safety, Hygiene, and Resort policies and procedures. Carry out additional duties and tasks as required by the Reservations Manager or Assistant Reservations Manager.

JOB FUNCTIONS Communication Communicate effectively through written, verbal, and listening skills. Support the sharing of important departmental and business information with the team. Encourage team members to contribute ideas and actively participate in discussions. Budgets Support the Reservations Manager and Assistant Reservations Manager in achieving departmental budgets and targets.

Maintain an understanding of departmental performance and contribute ideas to improve results. Help motivate the team to achieve individual and departmental goals. Standards and Controls Support the implementation and maintenance of departmental standards and procedures. Assist in monitoring quality, accuracy and performance within the team.

Complete daily checks and report findings to the Reservations Manager and Assistant Reservations Manager. Structure and Team Act as a point of support for the Reservations Team during daily operations. Assist with onboarding, coaching and training team members. Identify knowledge gaps and support re-training where required.

Escalate performance concerns to the Reservations Manager or Assistant Reservations Manager when appropriate. Promote teamwork and maintain a positive working environment. Delivery Deliver exceptional internal and external customer service at all times. Assist with handling guest feedback and escalated enquiries, resolving issues professionally and escalating when necessary.

Support the smooth daily operation of the Reservations department in the absence of senior management. Complete all daily supervisory and operational tasks accurately and efficiently. Ensure departmental grooming and professional standards are maintained. Support the team in handling enquiries, reservations and group bookings efficiently and accurately.

Ensure bookings are entered correctly and follow departmental procedures. Carry out regular checks to help maintain accuracy across systems including Opera, Delphi, Concept, Book4time and Res. Diary. Ensure guest profiles are accurate and duplicate profiles are minimised. Ensure all market codes are correct within the system.

Highlight VIP guests and important booking details to relevant departments. Assist in ensuring all reservations are guaranteed and follow up non-guaranteed bookings where necessary. Ensure information is communicated effectively to operational departments prior to guest arrival. Identify opportunities to maximise revenue through upselling accommodation, spa, golf, dining, and hotel experiences.

Encourage the team to pre-book guest requirements before arrival. Maintain a strong knowledge of systems, hotel facilities, packages, promotions and events. Support the achievement of departmental revenue targets. Support training activities and ensure records are maintained accurately. Encourage continuous learning and development within the team.

Provide guidance and day-to-day assistance to colleagues. Participate in departmental meetings and contribute ideas for improvement. Ensure all office information boards are kept up to date daily/weekly with motivating information for the team. To actively participate in client hospitality events such as LCR evenings and Fam Trips Work closely with Front Office, Sales, Events, Spa, Golf, and other operational departments.

Build strong working relationships that support a seamless guest journey. Training Responsible for evaluating staff training requirements and communicating these to the Department Manager. Responsible for the welfare and wellbeing of all departmental team members, promoting the professional career development of every team member.

Leadership Support the delivery of departmental objectives and assist in motivating team members to achieve individual and team goals. Play an active role in departmental briefings, sharing key business updates, operational information and guest requirements with the team. Assist in coordinating the daily activities of the Reservations Team, helping to ensure excellent service and a seamless experience for both internal and external guests.

Provide day-to-day guidance and support to team members, encouraging a positive working environment. Team Building Support the development of team members through coaching, guidance, and knowledge sharing, while promoting a positive team culture and encouraging collaboration. Contribute to team-building activities and initiatives both within the department and across the wider resort.

Checking Assist with gathering and collating information as requested by the Reservations Manager or Assistant Reservations Manager, including guest feedback, team performance data, departmental results, and other operational information to support decision-making and continuous improvement. Evaluation Assist with completing regular reports and checks for the Reservations Manager and Assistant Reservations Manager.

Support the review of team and departmental performance, highlighting any issues or areas for improvement. Innovation Support the implementation of new processes and initiatives that help improve efficiency, service standards and the guest experience.