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client reservations manager

- This job is no longer accepting applications -

the opportunity

To create, manage and sustain a high performing reservations team and drive delivery of departmental revenue, KPI's and targets as outlined in the company growth strategy.

The client reservations manager is accountable for the delivery, behaviour, standards and performance of the client reservations function. This is a client facing, delivery position within the business, focussed on providing ease of access to professional and full accommodation solutions to a new and expanding client portfolio whilst continuing to build on, and increase revenue, occupancy and inventory across all existing revenue streams

Working closely with the head of client reservations management, this role will implement the delivery of the yield strategy as advised by the revenue department by setting and monitoring achievements against structured KPI's and objectives at each of departmental, team(s) and individual levels.

To achieve growth the business the client reservations manager is accountable for making sure the expanding reservations team comes together as a high performing and financially successful department. This will require a progressive increase in the both resources in the team and the job holder will be required to manage, support and grow individual, team and departmental performances through a significant investment in selecting individuals with the skills and/or capabilities to deliver sales along with devising and delivering training and updates existing staff.

The period of growth will be challenging and varied, and the job holder will need to be flexible, confident in managing, developing and guiding individuals and teams, commercially and market aware, have pragmatic experience of working in a fast moving and dynamic environment and be confident in their abilities to drive sales in existing and new regions as well as through JV and partner network arrangements.

The role will be a key contact point within the business (face to face or indirectly) and the job holder must have confident interpersonal skills as well as integrity as he/she will be in regular contact with clients, guests, colleagues internally and network partners.

we will offer you

  • accountable for the delivery of time-focused sales targets and management of the client reservations function to achieve revenue occupancy and inventory results
  • provide direction, support, training and coaching for supervisory level direct reports to organise individuals and teams in the client reservations function to achieve targets across business sectors.
  • review the staff resourcing and recruitment model for the function with appropriate frequency to meet the demands and growth needs of the business.
  • create, manage and gain approval for financial budgets and exercise controls over expenditure and within Company limits
  • devise and implement an on-going training and development programme for the department which will include the delivery of internal training schedules and the coordination of external training in line with esa's nominated sales training partner.
  • analyse and control the enquiry pipeline, such that all enquiries are allocated appropriately, the correct selling strategy is deployed for each channel and chases are monitored to make sure that conversion opportunities are being met in accordance with company policy and procedures.
  • Put in place arrangements to monitor, measure and provide accurate information on booking confirmations, concise handover information regarding pending bookings to the guest experience team and work with the finance department to ensure accurate billing and debt collection arrangements are delivered.
  • implement the yield strategy, as instructed from the revenue manager, delivering a selling and negotiation plan which results in all revenue targets being met.
  • actively monitor and update the matrix roadmap for the department conducting regular audits of the system, devise a plan which supports and develops matrix visibility and navigation for your department.
  • implement communication arrangements so that members of the reservations team are briefed regularly on company matters and so that they understand fully the significant of their work in relation to other functions.
  • attend all relevant company meetings both internal and external, complete presentations to all stakeholders and as required support the sales team in client facing meetings and industry events.

you will have

  • experience of leading a reservations team of 5 or more direct reports within a full service 4 star hotel or serviced apartment company.
  • experience of writing, implementing and achieving KPI's and objectives
  • evidence based management and team development skills
  • proven ability to produce revenue reports and strategies to anticipate and support business growth.
  • ability to manage, interrogate and interpret business data to provide accurate information and commentary
  • confident IT user
  • self disciplined and resilient
  • strong written skills
  • able to focus on detail so that esa standards are never compromised or overlooked.

flexibility statement

The fast moving nature of the company's business also means that you may, from time to time, be asked to perform roles outside your original job description. This allows the company to utilise its people in the best possible way at all times and to help employees make their contribution to a changing environment.


Head office - Newbury

A full job description will be available on application.

esa only accepts direct applications to vacancies. No agencies please.