Job Description

Job Ref:

MAY1560

Branch:

Maybourne Corporate Office

Location:

Maybourne Corporate Office, London (South West)

Salary/Benefits:

Competitive Salary

Contract type:

Permanent

Hours:

Full Time

Shift pattern:

Shift Work - Monday through Sunday - 5 Days a Week

Hours per week:

40

Posted date:

19/08/2025

Closing date:

02/10/2025

Maybourne owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Beverly Hills, The Maybourne Riviera and The Emory - six of the world's most renowned hotels; and Surrenne - wellbeing and longevity Member's Club. Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today's discerning guests.



At Maybourne it is our purpose to create stories of distinction, and we know that truly memorable experiences are made up of countless small moments. Moments where the extraordinary becomes reality.



We are building on the reputation of our heritage properties by pursuing a global vision to lead the future of luxury. This includes curating distinctive and enriching experiences, developing our digital capabilities and superior insights, enhancing our unmatched guest experience, and expanding the number of hotels, spas, and residences around the world.



The Reservations Performance and Queue Coordinator is responsible for monitoring and managing contacts and reservations consultants performance in real time to ensure that service level agreements (SLAs) are met. This role requires a data-driven approach, excellent communication skills, and the ability to make rapid, informed decisions to optimise efficiency and address emerging issues.



Your responsibilities will include but will not be limited to:


Real-Time Queue Management Uphold the highest levels of service quality by monitoring performance metrics, identifying trends, and promptly recommending improvements. Proactively monitor and manage all contacts, including voice, email, and open media (chat), to ensure flawless and immediate service delivery. Prioritise high-value contacts and guests, ensuring they receive immediate and exceptional service. Maintain data integrity by removing duplicates and conversations. Dynamically manage critical service benchmarks in real-time, such as: + Service Level (SL) + Average Wait Time (AWT)
+ Abandonment Rate
+ Average Handle Time (AHT)
+ Reservations Sales Consultant occupancy and adherence

Who thrives here?

You are spirited, with an unwavering passion for exceeding expectations at every turn. Warmth and approachability define you, and collaboration is second nature. You possess an ambition that not only drives your personal growth but also elevates the team around you, inspiring excellence daily. Your innate curiosity and keen attention to detail allow you to anticipate needs effortlessly. For you, this is not just a job--it's the next chapter in an extraordinary career.





Successful candidates for our Reservations Performance and Queue Coordinatoropportunity will have:


Proven experience in a fast-paced contact centre environment Experience in a luxury brand or a similar premium service industry. Strong analytical and problem-solving skills with the ability to interpret data and make quick decisions. Excellent communication and interpersonal skills. Proficiency in Microsoft Excel and contact centre software (e.g. Mitel, YSE, Dynamics, Five9). High level of attention to detail.

The Maybourne Experience

At Maybourne, you'll discover a vibrant, supportive community that celebrates creativity, entrepreneurial spirit, and innovative thinking. Our nurturing environment empowers you to bring your ideas to life and make your mark in every aspect of your role.



We are deeply committed to your growth, offering a range of tailored development opportunities across all levels and specialisms. Whether refining your craft or expanding your horizons, we help you shape a career as unique as you are.



Your dedication and hard work deserve to be recognised and celebrated. That's why we ensure our rewards are as exceptional as the contributions you bring to Maybourne each day. In return for your hard work and dedication we offer you:

A Rewarding Career with Maybourne

At Maybourne, we are proud to offer a thoughtfully curated selection of benefits designed to support your wellbeing, nurture your development, and celebrate your milestones - both personal and professional.

Health Wellbeing

Complimentary access to our all-day dining staff restaurant, offering nourishing and seasonal dishes

Option to purchase up to five additional days of annual leave per year. Monthly access to subsidised massage and podiatry treatments A programme of wellbeing initiatives, from mental health support to physical activity 24-hour confidential assistance helpline On- and off-site Occupational Health support Life assurance through our Death in Service scheme Eye care support, including vouchers and contributions towards glasses

Flu vaccination vouchers
Cycle to Work Scheme

Recognition Growth

An extra paid day's leave to celebrate your birthday Instant recognition and award programme, celebrating extraordinary contributions Dedicated in-house training and development to support your personal and professional growth Monthly colleague awards with generous prizes Opportunities for internal progression and cross-property moves 'Introduce a Star' referral scheme - with rewards of up to 1,500
Long service celebrations to honour your continued dedication

Financial Care

A highly competitive salary package
Increased holiday entitlement after 3 and 5 years of service

Family-first policies, including enhanced maternity and paternity pay

Season ticket travel loans

A generous pension scheme Smart Tech Benefit - Opportunity to buy electrical goods with monthly repayments to help you spread out the cost.

Moments to Remember

Exceptional colleague rates of 50 per night across Maybourne properties for you and your family A hosted 'Guest Experience Stay' -- immerse yourself in the full Maybourne experience
50% off food and beverage across our restaurants and bars
Invitations to a year-round calendar of cherished colleague events - from the Maybourne Picnic to our festive celebrations Thoughtful gifts to mark weddings, new arrivals, and retirements



Selected benefits are subject to terms and conditions.*



Maybourne manages Claridge's, The Connaught, The Berkeley, The Maybourne Beverly Hills, The Maybourne Riviera and The Emory - some of the world's most renowned hotels.



Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to anticipating every need, at any moment, for any guest.



Our Corporate Office houses departments with a global focus, working across all our properties. These departments include Sales, Marketing, PR, Global FB, Reservations, Revenue, Retail, Human Resources, Legal, Guest Experience, Finance, Construction Projects, Design, and IT. Working collaboratively, these teams come together to create stories of distinction that set our properties apart.