Reservations and Meetings Supervisor

Kew Green Hotels; Rugby; Hybrid; GBP 30,000 - 46,000; Full time

Benefits offered by this job

Career development

Hotel discounts

Gym and leisure access

Employee Assistance programme

Job summary

Kew Green Hotels is seeking a Reservations and Meetings Supervisor to support the Reservations, Meetings and Events team across a portfolio of 41 UK hotels. You will manage group reservations, coach a nine-strong Executive team and a Team Manager, and focus on converting enquiries into confirmed bookings while maximising revenue.

You will work closely with the Regional Reservations and Meetings Manager from our Rugby Commercial Hub, ensuring excellent customer experiences and consistent service

Qualifications

• Experience in a customer-facing role.
• Strong sales and negotiation skills.
• Ability to build and maintain relationships with clients.
• Comfortable using multiple communication channels (phone, email).
• Experience coaching or supporting colleagues is a plus.

Responsibilities

• Deputise for the Manager when needed and support the team.
• Deliver excellent customer experiences with fast first-contact resolution.
• Handle high volumes of enquiries and maximise conversion and revenue.
• Guide customers through the sales journey from enquiry to booking and payment.
• Proactively follow up enquiries to secure business and reduce lost opportunities.
• Share product knowledge and coach colleagues to maintain service standards.

Skills

Customer-facing

Sales

Multi-channel comms

Negotiation

Coaching

Relationship mgmt

Job description

We're looking for a Reservations and Meetings Supervisor to join our Reservations, Meetings and Events team!

This role is primarily focused on group reservations, working alongside a team of nine Executives and a Team Manager.

As the Supervisor, you'll play a key role in the day-to-day running of our Group Reservations team, supporting the Manager to drive team performance, deliver exceptional customer experiences and maximise revenue across our hotel portfolio.

Alongside supporting the team, you'll be accountable for a portfolio of hotels, managing customer enquiries for group accommodation from initial contact through to confirmed booking. You'll build strong relationships, understand individual requirements and use your sales skills to convert opportunities, maximise revenue and identify upselling and cross-selling opportunities.

Working closely with the Manager, you'll provide day-to-day support and direction to the team, helping to manage priorities and workload, maintain service standards and ensure activity and commercial targets remain on track.

As a subject matter expert, you'll coach colleagues, share best practice and role model excellent customer service and sales behaviours, helping to build a confident, consistent and high-performing team.

You'll work as part of our friendly Commercial Hub team, supporting 41 hotels across the UK. The role reports to the Regional Reservations and Meetings Manager and is based at our Commercial Hub in Rugby, Northampton (NN6 7XR).

What you’ll be doing as our Reservations and Meetings Supervisor:

• Act as a deputy to the Manager when required, providing day-to-day support and direction to the team.
• Deliver exceptional customer experiences, with a focus on first contact resolution across all reservations enquiries.
• Handle large volumes of enquiries and seek to secure business on every interaction, increasing conversion, maximising revenue generation and supporting budget delivery.
• Guide customers confidently through the sales journey, from initial enquiry through to booking confirmation, contracts and payment.
• Proactively follow up enquiries and proposals to maximise conversion and reduce lost business.
• Act as a subject matter expert, demonstrating strong product knowledge, service excellence and confidence when handling complex enquiries.
• Develop future and repeat business with both new and existing customers.
• Ensure enquiries are managed in line with the hotel's selling strategy and company and brand standards.
• Identify and support improvements to systems, processes and ways of working that enhance customer experience, conversion and operational efficiency.
• Role model a positive attitude and excellent service standards and behaviours for colleagues.
• Support colleagues through guidance, coaching and sharing best practice to build capability and consistency.
• Support the smooth running of the team by sharing workload, knowledge and expertise, and providing day-to-day coaching where required.
• Support the Manager in handling internal and external complaint escalations.
• Assist the Manager with managing workload, priorities, performance and service delivery, helping to keep the team focused and performing.

Please note:

This is a central sales-based role. You'll support customers by telephone and email for our portfolio of 41 hotels across the UK, rather than meeting clients face to face.

AboutYou

You’ll have experience in a customer-facing role, with strong commercial awareness and a genuine passion for securing business.

You’ll be a confident communicator and natural team support who is comfortable helping to coordinate the day-to-day operation, prioritising activity and stepping up to keep the team focused and performing.

You’ll combine a proactive sales mindset with excellent relationship-building skills and won’t be afraid to seek out opportunities, generate business and look for new ways to grow revenue.

You’ll also be comfortable coaching and supporting colleagues, collaborating with hotel and commercial teams and taking ownership when challenges arise.

Above all, you’ll be customer-focused, commercially driven, organised, adaptable, proactive and solution-focused, with the confidence to support both the people and commercial performance of a busy team.

What will make you a great fit?

• Experience in a customer-facing role.
• Exceptional communication skills, with the ability to build and maintain successful working relationships both internally and externally.
• Demonstrable experience of using multiple systems to deliver an excellent service.
• Experience working within a multi-channel environment, such as telephone and email.
• A background in sales and negotiation would be advantageous.
• Experience of coaching, supporting or guiding colleagues would be desirable.

Benefits

Our rewards package includes:

• Career development and access to funded apprenticeships
• Discounts on hotel stays and a variety of major retailers, restaurants and days out.
• Free use of our gyms, pools, and leisure facilities.
• Round the clock access to the Employee Assistance programme, offering mental health and wellbeing support, financial and legal advice.

At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [e-mail] - we’re here to support you.

Who are Kew Green Hotels?

Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. We’re a people-driven business that’s passionate about performance, guest experience, and creating hotels and teams that make us proud.

Learn more about who we are and what drives us at www.kewgreenhotels.com.