Lore Group
Reservations Supervisor
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A lifestyle Hotel based on London’s eccentric South Bank.
With 354 bedrooms, award-winning food and drink outlets and an electric energy, Sea Containers London is a destination where glamour meets brutalism – and it's your London anchor on the River Thames. On Shoreditch High Street, One Hundred Shoreditch is an independent spirit that sits at the social heart of evolving Shoreditch - with 258 bedrooms and suites, five event spaces, and a line-up of food and drink that moves from day to night.
The Reservations Supervisor (Mat Cover)
The Reservations Supervisor (Mat Cover) at Sea Containers London & One Hundred Shoreditch is responsible for providing leadership and support to the reservations team. This role involves overseeing day-to-day operations of both properties, ensuring accuracy in reservation processing, and delivering exceptional customer service.
The Reservations Supervisor works closely with team members to achieve departmental goals and maintain a high standard of efficiency. The role will report directly to the Reservations Manager and will have a dotted reporting line to the Head of Revenue at the location the position is based at.
Key Responsibilities
- Lead, coach and motivate the Reservations team, fostering a positive, high-performing and guest-focused culture.
- Oversee day-to-day reservation operations, ensuring all bookings, amendments and cancellations are processed accurately and efficiently.
- Deliver exceptional customer service by managing guest enquiries, resolving escalated issues and accommodating special requests.
- Monitor reservation trends, occupancy levels and performance metrics, using data to identify opportunities for improvement and revenue optimisation.
- Support the training and development of team members through regular coaching, feedback and skills development initiatives.
- Collaborate closely with the Reservations Manager and cross-functional teams to ensure seamless operations, effective communication and commercial success.
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Skills and Knowledge
- Strong communication and presentation skills
- Experience in hotel operations and service quality levels
- Strong organisation and analytical skills in problem solving
- Ability to build, maintain and influence relationships, e.g. stakeholders, customers, vendors, and investors
- Knowledge of the markets specific to the luxury/lifestyle hotel sector
- Effective conflict and change management skills
At Sea Containers London we are committed to giving our employees the skills and support required to deliver extraordinary experiences, and most importantly, to grow in their careers. On top of this we also like to offer our teams a wide range of benefits including:
- Guest experience including dinner and drinks
- 6 complimentary nights a year at any Lore Group hotel
- Lore Group Employee & Immediate Family Rates
- Lore Group Friend and Family Rates
- 50% Employee discount and 25% Friends and Family discount at over 800 partner hotels via Lore Discovery
- 50% discount in Lore Group restaurants and bars
- Discounts in our spa and cinema
- Contribution towards Health - Cash Plan
- 2 days paid volunteering leave per year
- Life Assurance
- Length of service incentives (additional holiday)
- Bespoke training programmes
- Free meals on duty
- Incentives such as Ride-to-Work and season ticket loan
- Quarterly employee award ceremony and company staff parties
- Employee assistance programme
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Location: London
Our properties are widely celebrated for their thoughtful design, interesting use of space, engaging restaurants, award-winning bars and the passion of our people. We are passionate about our people and are committed to training, developing, mentoring, and coaching a world-class team to deliver memorable experiences for our guests.
As a small, independent group, we are able to offer a personalised career progression on a global stage, with many of our team members having been able to move to our European and American properties, and vice versa, expanding their roles, careers and experiences.
We prefer to promote and transfer within our group whenever possible, backed up by tailored training using internal and external resources. We firmly believe our future leaders are alongside us.
Click here to discover stories below from Lore Group team members across Amsterdam, London, Washington DC and our group office in London.
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