Job Description

The Nare is an exclusive and privately owned 46-bedroom, five-star country house hotel. It offers the luxury and elegance of a quintessential English country house, in a secluded and tranquil setting by the sea, to both national and international guests. As one of the leading luxury hotels in the UK, it combines the highest standard of traditional service with a pleasant relaxing atmosphere and is considered to be the most comfortable hotel in the West Country. The Nare is a member of both Pride of Britain Hotel group and Small Luxury Hotels of the World group.

The Nare is located in a quiet and secluded bay on the south coast of Cornwall. Occupying a prime position on the Roseland Peninsula, an Area of Outstanding Natural Beauty, and benefits from spectacular sea views and the natural beauty of the rural landscape, overlooking the lovely, wide beach of Carne Bay.

Role Title:

Reception & Reservations Manager

Department:

Reservations / Reception / Office / Sales

Schedule:

Monday - Friday (with flexibility to work weekends if needed), 48 hours per week

Holidays:

5.6 weeks (28 days)

You will oversee and execute the Reservations and Reception function of the Nare Hotel whilst maintaining the Nare Brand in a traditional, unassuming, and appropriate manner. The Nare Brand Profile is by the Office Manager to be to be understood, projected, supported, and implemented throughout The Nare and all operations.

You will lead the sales and bookings team of Cornwall's highest rated 5Country House Hotel with a key focus on supporting and leading the reception & reservations team in delivering the highest level of service from the moment the guests make their reservation, right through to their departure.
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Main Responsibilities

o To lead and be responsible for the 5fully comprehensive booking and confirmation procedure.
o Meet budget on rooms sold, RevPAR and ADR.

o To work with Marketing Manager, GM (Head of Sales), and MD (Director of Marketing) to form the Marketing Group.

o To Fulfil the role of Sales Manager providing all sales information to the wider management team.

o To work with and prepare for the Accounts Office Manager required reports for the day- to-day operation in the hotel.

o Prepare and present the sales forecast each year, this includes:

? the section of the Sales Budget for the main hotel budget

? Departmental objectives

? Sales Strategy for the coming year

o Attend Monthly Meetings and present Monthly sales Report to both HOD and Marketing quadrant.

o To prepare the hotel's sales Key Performance Indicators which include but are not limited to: Rooms Sold, Return Guest %, Source of Enquiry/Booking.

o To compile a forecast of guest arrivals and highlight VIP/favored and frequent guests and report weekly to GM.

o To ensure sales literature in an appropriate across all channels in an "On Brand manner"

o To maintain and be responsible for the guests Database in a sense that your team is responsible for the cleanliness of this data and ensure that it is segmented, and data security matters associated with Data Protection are taken seriously by all. This is a lead role and is advising, training the Sales Department in this area.

o Assist and check Nare Brand continuity and presentation of content of all published printed and digital material throughout the operational parts of the hotel. ? Including brochures, tariffs, cards, invitations ? George emails, and other emails, logos, footers etc.

? Menus and celebratory content e.g. Christmas programme

o To be the sales point of contact with our various external marketing agents (paid and unpaid) and as appropriate to provide material including but not limited to:

? Wild Card, SLH, POB, Rebecca Recommends, Johansen's, Good Hotel Guide,

? British & International Travel Agents

? Journalists

o To be involved and fully prepared to support and advise management in a Hotelwide crisis from a PR and Marketing perspective. This includes being aware of and contributing to the Emergency Marketing Plans/scenarios in case of an undesirable PR situation and being the first line of enquiry in managing phone and email communication.

Guests & Customer Service

o Ensuring the reservations team are up to date with

ALL

knowledge of the hotel, room locations & Interiors.

o Informing guests of all services available (such as chauffer, spa treatments and the use of Alice Rose) and accommodation rates of various rooms within the Hotel, making appropriate reservations according to guest needs.

o Overseeing all routes of booking; including online, over the phone, in person or by any other means. Queries need to be resolved promptly and professionally.

o Ensuring all systems are in place for the preparations of daily expected arrivals & departures such as travel arrangements & programs.

o Coaching the reservations team to upsell offerings.

o Confidently communicate all reservation information to front desk, reservations team & office team where required.

o Ensure the reservations team have the required information regarding areas of interest to target client demographics in particular seasons.

o Meticulously review selling status, rates and benefit package plans and report accordingly.

Administration & Documentation

o Ensuring all creations and maintenance of reservations records are logged correctly and efficiently.

o Ensuring strong communication to guests, travel agents or other sources regarding reservations either via email, telephone, letter or online.

o All creations of daily menus, dinner confirmation letters, invitations are correct before submission.

o Responsible for ensuring all preparations of letters of confirmation and the processing of cancellations and modifications are carried out correctly and professionally. o Assist general management administration when required.

o Ensuring the hotels policy on guaranteed reservations and no shows is communicated efficiently.

Finance

o Oversite of the reservations team which are responsible for the following financial responsibilities:

? End of day banking

? Daily revenue reports

? Cashing up point of sale tills regularly throughout the day

? Development of room revenue and occupancy forecasting

? Understanding the Hotel's credit policy

? Open and close the Hotel availability when is required.

Overall Guest Standard

o Maintain and improve guest standard through the delivery of the 100 comfort points.

o Ensure that our reservations and reception team always deliver the highest possible levels of service.

o Offer the warmest welcome to our guest.

o Managing lost property.

o Keep vigorous proportionate notes and update each visit.

o Collect dietary requirements and communicate.

o Communicate special requests and specific requirements.

o Contact all notable/group bookings personally.

o Manage complaints and grievances, escalating promptly when needed.

o Innovate new ideas to improve and evolve guest services and actively encourage the team to do so.

o Offer industry leading booking and confirmation procedure.

Overall Staff Management

o Effective communication throughout the department and with the respective departments

o Provide effective scheduling solutions in a timely manner.

o Ensure adequate cover for 365 days of the year.

o To recruit accordingly and deal with insubordination quickly and effectively to ensure the department remains professional.

o Identify areas of appropriate training for individuals and seek to deliver in a timely and convenient timeframe.

o Staff attire and appearance within the department

o Hold annual appraisals and regular catchups.

o Provided detailed instructions on the daily tasks required within the department.

o Work with the GM and or MD on larger group bookings that have been initiated by the proprietor.

o Ensure all colleagues are set up correctly on the range of platforms we use and advise on how best to ensure log-in details are secure.

o Lead by example

o Share your knowledge!

o Ensure all colleagues who strive to progress are identified and during appraisal a clear road map to success is delivered with manageable KPI and time frame attached.

o Provide a healthy working environment with perks, benefits, and motivation.

o Share appropriate goals and KPI with the sales force.

Company Objectives

o Have a proficient understanding of some vulnerable site-wide services and be able to assist in an emergency at an appropriate level. I.e., Generator hook up and comms cabinet

o Assist in preparing information and liaising with the hotel's Maintenance department to rectify rooming issues.

o Responsible for health and safety around the sales office and the porter team in particular manual handling of luggage and guest equipment

o Assist with Identifying and reporting any health and safety issues or equipment malfunctions or suspicious activity.

o Responsible for the company PMS function

o To manage and assist with Our telecommunication system and advise on technical issues and reporting faults.

o Control fair use of the printer and franking machine

o Control stationary stock and its security and reduce waste, in particular energy and paper.

o Implement rigorous key handling!

o Assist with signing in contractors.

o GDPR standards within the office o Manage initial reservations for the Restaurants. o Administer Gift vouchers and redemption.

o Responsible for retail sales including website and P&P

o Maintain a 5-star standard throughout the department

o Achieve a score in excess of 87% with SLH mystery visit.

o Exceed PoB inspection expectations.

Every member team member at The Nare hotel plays a critical role in helping to continuously operate to the highest standard that our guests require. All our team members enjoy exclusive benefits such as free parking, staff meals, 28 days annual leave (inclusive of Bank Holidays), Company Pension Scheme, non-contractual gratuities and non-contractual end of season loyalty bonus, discounted stays in our hotel groups such as pride of Britain hotels and Small Luxury Hotels of the World.

Job Type: Full-time

Pay: 35,000.00-38,000.00 per year

Work Location: In person