Reservations & Conference Manager

Manchester Marriott Victoria & Albert Hotel; Salford; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player seeks a dynamic Reservations & Conference Manager to lead their reservations and conference events team. This pivotal role combines proactive sales, meticulous reservation management, and collaborative event planning, ensuring exceptional guest experiences while achieving commercial goals. You will drive group bookings through strategic initiatives and maintain strong client relationships. Your leadership will inspire a high-performing team, enhancing service quality and operational efficiency. Join this forward-thinking company to make a significant impact in the hospitality sector, where your contributions will shape memorable events and elevate guest satisfaction.

Qualifications

• Proven experience in hotel reservations and conference/event management.
• Strong interpersonal, negotiation, and sales skills.
• Leadership experience with the ability to inspire and manage a high-performing team.

Responsibilities

• Oversee reservations and conference events to ensure exceptional guest experiences.
• Develop strategic sales initiatives to increase group bookings and hotel revenue.
• Lead and mentor the reservations and conference team to foster a sales-driven culture.

Skills

Hotel Reservations Management

Sales Skills

Event Management

Interpersonal Skills

Organisational Skills

Problem-Solving Skills

Tools

Opera PMS

Microsoft Office Suite

Job description

Description

Overview:

The Reservations & Conference Manager oversees the reservations and conference events team for the Marriott Manchester Victoria & Albert. This role combines reactive & proactive sales, meticulous reservation management, and collaborative event planning to ensure an exceptional guest experience and achieve commercial goals.

Key Responsibilities:

1. Sales & Business Development

• Proactively identify and pursue new group business from corporate clients, tour operators, and event planners.
• Develop and implement strategic sales initiatives to increase group bookings and hotel revenue.
• Maintain and grow relationships with existing clients to encourage repeat business and referrals.
• Collaborate with Sales & Marketing to design and promote group offers and packages.
• Support the Director of Sales through attendance at industry events, client meetings, and trade shows to promote services.
• Analyse market trends and competitor activity to adapt strategies and remain competitive.
• Provide regular feedback and insights to help develop new products and services.
• Contribute to promotions and special campaigns, liaising with the Revenue Manager as needed.

Reservations Management

• Oversee all individual & group reservation processes to ensure accuracy, timeliness, and efficiency.
• Coordinate with Front Office, F&B, and Events teams to align group bookings with operational capabilities.
• Ensure the team responds promptly to group inquiries with tailored proposals, negotiating terms and pricing.
• Ensure all group bookings are clearly handed over to operational teams for flawless execution.
• Work with the Revenue Manager to monitor reservation trends and occupancy to optimise revenues.
• Ensure all billing and deposits are accurate and settled on time.
• Maintain and update the reservation system and develop SOPs as necessary.
• Support training and upskilling of the events & reservations team in customer service and sales.

Conference & Events Coordination

• Act as the liaison between sales, operations, and clients to ensure smooth event planning and execution.
• Conduct pre- and post-event meetings to communicate group requirements and gather feedback.
• Ensure seamless handover from sales to operations and oversee event delivery to client expectations.
• Work with the C&E Operations Manager to identify and resolve operational challenges during planning and execution stages.
• Stay visible to clients during event phases and be readily available to address any issues or requests.

Customer Service Excellence

• Deliver outstanding customer service throughout the reservation and event process.
• Set and reinforce high standards for guest interaction and problem resolution among the team.
• Gather and analyse guest feedback to improve service quality and enhance the client experience.
• Ensure team members are empowered to make decisions that elevate guest satisfaction.

Reporting & Strategy

• Track and report on group booking performance, lead conversion rates, and revenue metrics.
• Meet or exceed KPIs including booking volume, revenue targets, and client satisfaction scores.
• Collaborate with Revenue and Sales Directors on forecasting and promotional strategies.
• Use insights and data to continuously refine sales approaches and improve the booking process.

Leadership & Team Management

• Lead, coach, and mentor the Reservations and Conference team, fostering a sales-driven culture.
• Conduct performance evaluations and assist with recruitment and onboarding as needed.
• Ensure team adherence to company policies, safety regulations, and hospitality standards.
• Deputise for the Revenue Manager when required and participate in Duty Manager shifts when required.
• Create a supportive team environment that encourages professional development and growth.

Skills & Qualifications:

• Proven experience in hotel reservations and conference/event management.
• Strong interpersonal, negotiation, and sales skills.
• Excellent organisational and time management abilities.
• Proficiency in reservation systems (preferably Opera PMS & Opera S&C, CRM tools, and Microsoft Office Suite).
• Leadership experience with the ability to inspire and manage a high-performing team.
• Customer-focused with strong problem-solving skills and attention to detail.