Reservations Manager

  • Have impeccable honesty
  • Communicate and motivate extremely well
  • Be highly commercial and customer focussed
  • Be creative, innovative and digitally smart
  • Lead and  inspire people to be their best
  • Be a great communicator and motivator
  • Always love our guests
  • Curate the customer journey 
  • Report to the General Manager whilst receiving strong direction and support from the Cluster Revenue Manager (who may be located elsewhere)
  • Work closely in commercial partnership with your reservations team colleagues to manage a portfolio of accounts that  generate revenue for Generator Madrid
  • Build long term, commercially beneficial relationships within your market
  • Understand, develop and follow company and reservations specific practices e.g. Rate Strategy
  • Ensure all sales enquiries from Groups and Individual customers are handled promptly in line with service level agreements
  • Ensure all phone calls to the Sales office are answered promptly and handled in line with Generator customer service standards
  • Follow up on all Group requests and quotations to optimise conversion and revenue
  • Closely monitor enquiry levels, response times and conversion rates for each Reservations Agent in your team
  • Assist with the management of allocations, free sale and overbookings for the hostel.
  • Undertake all daily reservations checks to verify bookings, take payments, check deposits and validate prepayments
  • Follow up on no-shows and cancellations to ensure all charges are collected and bed availability is updated
  • Work closely with the all operational teams within the Hostel to deliver targeted revenues
  • Build and lead a great team within your department that get Generator and want to be themselves.
  • Take ownership of the guest journey to ensure that we create a truly unique Generator experience.
  • Be commercially savvy in exploring new revenue streams.
  • Communicate effectively and appropriately in all directions so that the team understands its goals and is motivated to achieve them.
  • Ensure that your team remains up to date with all local, national and international trends.
  • Have a comprehensive knowledge of, and ensure compliance with, all local legislation and regulations pertaining to your department
  • Ensure the you remain HR compliant within your department
  • Experienced in working within a dynamic and fast moving Reservations environment with responsibility for Direct/Agent/FIT and Group bookings
  • Commercially savvy with a proven background to spot business opportunities
  • A strong negotiator
  • Competent in leading, monitoring and motivating teams to deliver exceptional customer service and drive revenues
  • Knowledgeable of the Madrid accommodation and general economic market
  • Proficient in Microsoft Office products
  • Familiar with PMS systems preferable  SIHOT PMS
Join Us and help us achieve our Vision