Cluster Reservations Supervisor (f/m/d)

Job description

How does your working day look like... You are hands-on in the daily reservations operation and personally handle individual and group reservations across our various booking channels You take professional responsibility for the Reservations department, coordinate the day-to-day operation and ensure that tasks and enquiries are handled reliably and promptly Together with the Operations Manager, you will help shape the set-up of our new local Reservations department and develop processes, standards and workflows You are the first point of contact for your Reservations Team, support the onboarding of new team members and regularly conduct on-the-job training You keep a close eye on our Reservations inbox and various booking channels and ensure consistently high processing quality You work daily with our PMS and reservation systems and take responsibility for maintaining accurate booking and guest data You manage and maintain room allotments and allocations and work closely with Revenue Management and Sales You see Reservations as an important sales channel and actively drive upselling of rooms and additional hotel services together with your team You handle more complex guest requests and complaints and find the right solution even when things do not go according to standard procedures You oversee group bookings and group invoices and ensure a smooth flow of information between all departments involved You ensure professional maintenance of our guest profiles in Opera Cloud and, together with the team, further develop Guest Recognition and our relationships with returning guests You work closely with Front Office, Revenue, Sales and the operational departments and act as the central point of contact for all reservation-related topics You identify opportunities for improvement in the daily operation and are excited to not only manage a new department, but actively help build and shape it from the ground up Your personality counts more than your CV... You have solid experience in hotel reservations or Front Office and are ready to take on greater professional responsibility. First leadership experience is a plus, but not essential for us You are hands-on and enjoy getting involved in the day-to-day operation yourself, while still being able to keep an overview, set priorities and provide guidance to others You are excited about helping to build a new department, questioning existing ways of working and developing practical solutions together with the Operations Manager You have a strong guest focus and commercial mindset, enjoy selling and know how to identify opportunities for upselling and additional sales You work in a structured and reliable manner and keep a clear overview even when group enquiries, phone calls, inboxes and individual guest requests are all coming in at the same time You communicate confidently in German and English. Additional languages and experience with Opera Cloud are a plus What`s in it for you... Get to know all the other 25hours Hotels and stay for free for a maximum of 10 nights per year as a employee Get an extra allowance for travelling by public transport and take advantage of fantastic offers from our cooperative partners! Take advantage of being a part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world Benefits from great offers from our numeros cooperations partners Be part of our hilarous staff parties and much more... In Zurich, we are home three times over: at 25hours Hotel Zurich West, 25hours Hotel Zurich Langstrasse and Mama Shelter Zurich. Each of our hotels has its own unique character and story – but what connects us is our informal first-name culture, plenty of personality and the courage to do things a little differently. Our teams are made up of people with diverse backgrounds, experiences and ideas. We value initiative, short communication channels and colleagues who think ahead, get involved and, above all, stay true to themselves. COME AS YOU ARE AND SHOW WHAT YOU CAN… We are rebuilding our local Reservations department in Zurich – and you will play a key role from the very beginning. As Reservations Supervisor, you will be hands-on in the daily operation while also taking professional responsibility for the department. Reporting directly to the Operations Manager, you will work together with your team to ensure that the daily reservations operation runs smoothly. You will help develop processes and standards while keeping a close eye on quality, sales and guest satisfaction.