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At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...
OUR HOTEL
Nestled in the vibrant heart of East London’s Royal Docks, the Crowne Plaza London Docklands offers an upscale experience with spectacular waterfront views. Just minutes from the ExCeL Exhibition Centre and close to London City Airport, this contemporary hotel boasts 210 stylish rooms, blending comfort with luxury, and caters to both business and leisure guests alike.
Our facilities include Fremantle Bar & Kitchen, a chic restaurant serving modern cuisine, and our on-site gym, complete with a heated indoor pool, perfect for unwinding. Crowne Plaza London Docklands offers an inspiring place to work, where your energy and enthusiasm will be valued in a dynamic team atmosphere. If you’re looking to grow in a bustling environment with a commitment to exceptional guest experiences, join us!
Our Benefits
- You will have access to a benefits package we believe truly works for our people
- Discounted hotel room rates for you and your friends & family
- An extra day's holiday for your birthday
- Enhanced Maternity, adoption & shared parental leave
- Course Sponsorship
- 30% F&B discount at RBH hotels
- Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
- Flexible working arrangements
- Wagestream - choose how and when you get paid
- Life Insurance
- Employee Assistance Programme
- Social and wellness events and activities all year round
- Free meals on duty saving you over £1000 per year
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A DAY IN THE LIFE OF AN ASSISTANT RESERVATIONS MANAGER AT CROWNE PLAZA DOCKLANDS
What you'll be doing...
Reporting to the Reservations Manager, you can expect your working day to include the following.
As Assistant Reservations Manager you must be self-motivated and be an inspirational leader, who believes in delivering the best possible standards in guest service, continually leading your team by example. The role requires excellent interpersonal skills to handle guest complaints and providing departmental performance.
Your Key Areas Responsibility Will Include
- Operational Support: Assist the Reservations Manager in the day-to-day management of the reservations department, ensuring all processes are functioning correctly.
- Manage and process reservations received through various channels (phone, email, online booking systems).
- Ensure accurate entry of guest information and reservation details in the property management system.
- Monitor room availability and collaborate with the sales and front office teams to optimize occupancy and revenue.
- Team Coordination: Coordinate with reservations agents to ensure timely and accurate processing of individual and group reservations.
- Customer Service: Provide excellent customer service by addressing guest inquiries, handling special requests, and resolving complaints in a prompt and professional manner.
- Staff Training: Assist in training new reservations staff, ensuring they understand company policies, procedures, and service standards.
- System Management: Monitor and maintain the reservations system to ensure all information is accurate and up to date.
- Handle complex or escalated guest inquiries and complaints.
- Provide exceptional customer service and maintain a positive guest experience.
- Communicate special requests and requirements to relevant departments.
- Backup Management: Assume the responsibilities of the Reservations Manager in their absence, ensuring continuity of operations.
- Proactive upselling spirit to support the increase of Crowne Plaza Docklands revenue.
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What We Need From You
We hire mostly on personality & potential but here are a few of our requirements...
To succeed in the role of Assistant Reservations Manager, you will need the following qualities and skills.
The ideal candidate is an individual who cares about providing excellent service to our guests and who can use their intuition and creativity to deliver a wonderful experience for everyone. Communicate well with others, has excellent customer focus, organization and methodical approach is paramount with this role for the team and the hotel to be successful. As ‘Assistant Reservations Manager’ you’ll be a passionate leader with the ability to motivate and support your team in order to exceed your commercial goals. Has good knowledge about hotel reservations/revenue, a good understanding of versatility and the ability to apply this competence on the role. Proficient level of IT systems, you’ll be commercially minded, innovative and have high expectations of yourself and others. You’ll demonstrate your passion by bringing new ideas to the table, delivering on your promises, and engaging positively with those around you. Experience within a similar environment is preferable.
EQUAL OPPORTUNITIES
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact careers@rbhmanagement.com
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