Job detail for Cluster Reservations Supervisor (w/m/d)

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Cluster Reservations Supervisor (w/m/d)

25hours Hotel Zurich West | 102, 8005 Zürich, Switzerland

Company Description

We are at home in Zurich in three locations: at the 25hours Hotel Zürich West, the 25hours Hotel Zürich Langstrasse, and Mama Shelter Zürich. Each of our properties has its own character and history – what we all share is an informal culture where we use first names, plenty of personality, and the courage to do things differently.

People with the most diverse backgrounds, experiences, and ideas work together here. We value personal initiative, short communication channels, and colleagues who think for themselves, get involved, and stay true to who they are.

COME AS YOU ARE AND SHOW WHAT YOU CAN...

We are building our local reservations department in Zurich from the ground up – and you will play a central role in this. As a Reservations Supervisor, you will not only be hands-on in daily operations but also take on professional responsibility for the department. Reporting directly to the Operations Manager, you and your team will ensure that daily reservation business runs smoothly, help develop procedures and standards, and keep an eye on quality, sales, and guest satisfaction.

Job Description

What your workday looks like...

• You are hands-on in daily reservation business and process individual and group bookings yourself via our various booking channels
• You take on professional responsibility for the reservations area, coordinate daily operations, and ensure that tasks and inquiries are handled reliably and promptly
• Together with the Operations Manager, you will shape the setup of our new local reservations department and develop processes, standards, and workflows
• You are the primary contact person for your reservations team, onboard new employees, and conduct regular on-the-job training
• You keep an eye on our reservations mailbox as well as the various booking channels and ensure consistently high processing quality
• You work daily with our PMS and reservation systems and take responsibility for clean booking and data quality
• You manage and maintain our allotments and allocations and work closely with Revenue Management and Sales
• You also view reservations as a sales channel and actively drive upselling of rooms and additional hotel services together with your team
• You take care of complex guest requests and complaints and find solutions even when things don't follow standard procedures
• You check group bookings and invoices and ensure a clean flow of information to all involved departments
• You ensure professional maintenance of our guest profiles in Opera Cloud and continue to develop guest recognition and the care of our regular guests together with the team
• You work closely with the Front Office, Revenue, Sales, and operational departments and act as the central interface for reservation topics
• You identify potential for improvement in daily workflows and are eager to not just manage a new area, but to actively help build it

Qualifications

Your personality counts more than your resume...

• You bring solid experience in hotel reservations or at the Front Office and want to take on more professional responsibility. Initial leadership experience is a plus, but not strictly required for us
• You are hands-on and get involved in daily business yourself – at the same time, you can keep an overview, set priorities, and provide guidance to others
• You are eager to help build a new area, question existing things, and develop good solutions for everyday life together with the Operations Manager
• You think in a guest-oriented and commercial way, enjoy selling, and recognize opportunities for upselling and additional sales
• You work in a structured and reliable manner and keep an overview even when group inquiries, phone calls, emails, and individual guest requests are on your desk at the same time
• You communicate confidently in German and English. Additional languages as well as experience with Opera Cloud are a plus

Additional Information

What`s in it for you...

• Get to know our 25hours Hotels and stay up to 10 nights a year for free as an employee
• As part of Ennismore, enjoy generous discounts when visiting our bars and restaurants as well as when booking hotel rooms all over the world
• Benefit from great offers from our numerous cooperation partners
• Be part of our colorful staff parties and much more ...

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