FH Head Office
Role: Central Reservations Manager – EU – Frasers Hospitality
Salary: Competitive Salary, Generous Company Benefits, Training & Development
Location: London – Hybrid working (4 days in the office, 1 day working from home)
Salary: Competitive Salary, Generous Company Benefits, Training & Development
Location: London – Hybrid working (4 days in the office, 1 day working from home)
Frasers Hospitality, a member of Frasers Property Group, is a global hospitality leader. As the world’s leading brand in serviced apartments and hotel residences, we deliver gold standard hospitality in cities across Asia, Australia, Europe, the Middle East and Africa. A true global brand with a friendly feel, our staff are connected through our shared vision and four core values, collaborative, real, respectful, and progressive. Passionate about promoting from within, our culture is one which is fostered by the continual learning and development needs of our staff.
Frasers Hospitality owns and operates 7 properties in the UK. Brands include Fraser Suites, Fraser Place and Fraser Residence, as well as Park International Hotel. These perfectly located properties can be found in London, Edinburgh and Glasgow providing guests with a comfortable and luxurious experience. Perfect for both business and leisure travelers, our accommodations are available for both short and long stays.
We’re recruiting for the newly created role of Central Reservations Manager, who will lead our Reservations Sales Team and take our centralised reservations office to the next level and shape the future of our reservations strategy.
What you’ll be doing as Central Reservations Manager:
- Set and align the strategic goals of the Central Reservations Sales Office to company objectives.
- Streamline and implement consistent workflows across regions and properties for seamless operations.
- Instil a sales-driven culture, set performance targets, and ensure high energy and productivity levels.
- Maximise room occupancy, average rates, and on-spend, driving revenue growth to achieve budgeted targets.
- Monitor business demands, adjust office hours, and deploy resources effectively to meet service needs.
- Conduct regular performance reviews, identify training needs, and implement development programs for staff.
- Manage complex inquiries and complaints, ensuring efficient handling to maximise opportunities and minimise risks.
- Work closely with Revenue, Distribution, and Marketing teams to implement pricing strategies, improve efficiencies, and maximise sales.
- Oversee VIP reservation bookings, long-stay, and group contracts, ensuring processes align with business priorities.
- Manage team rosters, handle peaks and troughs in call volumes, and assign workstreams like calls, admin, and customer service tasks.
- Maintain and audit SOPs, telephony systems, and reservation systems, ensuring they meet operational needs and drive efficiency.
- Foster guest relationships to enhance the brand’s market presence and ensure feedback is used to evolve offerings.
- Act as the primary contact for GMs, escalating concerns, and ensuring alignment between central and property teams.
- Ensure adherence to reporting requirements, complete audits, and provide feedback on performance and strategies.
- Seek new opportunities and improved ways of working, fostering collaboration across departments to exceed guest expectations.
What We’re Looking For:
- Proven experience in a senior reservations role, ideally in a multi-property, multi-market, serviced apartment or hotel environment.
- This role will be supporting teams across the UK, Germany and France, so language capabilities in German and/or French in addition to fluency in English is highly desirable
- Proven experience in delivering organisational change and restructuring with measurable success.
- Strong knowledge of PMS, reservations systems, and hotel operational procedures.
- Exceptional leadership, analytical, and problem-solving skills with a focus on efficiency and innovation.
- A track record of driving performance and aligning teams to achieve commercial objectives.
- Excellent leadership and team management skills.
- Strong communication and interpersonal skills, with the ability to build relationships and influence internal and external stakeholders.
- Highly organised, time efficient and able to work independently to drive commercial outperformance
- Strategic thinker with a proactive approach to problem-solving.
- Success orientated & continually striving for the best commercial outcome at hotel and brand level
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Able to demonstrate strong resilience & work under pressure
- Willingness and ability to travel throughout the UK and Europe
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