Customer Sales Supervisor/ Reservations Supervisor

Are you passionate about delivering outstanding customer experiences while leading a team to success? Do you thrive in a fast-paced, customer-centric environment and have the leadership qualities to inspire your team? If so, we have an exciting opportunity for you!

At Shangri-La, The Shard, London, we are looking for a dynamic and motivated individual to join our team as a Customer Sales Team Leader/Supervisor in our reservations department. In this role, you will play a pivotal role in ensuring our customers receive top service while leading and motivating a team of customer sales agents who handle guest reservations.

Your Responsibilities:

·Product Knowledge: Gain a comprehensive understanding of Shangri-La's distribution structure, room product, rate structure, and hotel facilities.

·Customer Sales: Convert booking inquiries into sales by employing effective selling techniques and monitor and maximize occupancy levels.

· Service Standards: Exceed KPI targets with your exceptional service, ensuring every interaction reflects our commitment to courtesy and swift reservation handling.

·Other Duties: Assume leadership of the team in the absence of the Customer Sales Manager, manage electronic filing, ensure compliance with PCI Compliance and GDPR policies, fulfil duty roster assignments, and complete essential training modules.

·The Shangri-La Way: Uphold Shangri-La's core values and practices in your daily business interactions and relationships.

Does this sound like you?

·Good knowledge of Opera PMS and reservation systems.

·Strong written and spoken English with excellent grammar

·Exceptional telephone and customer care skills

·Previous experience in a four or five-star London hotel

·1 year of experience managing Reservations

·Strong sales and leadership skills

·Ability to work well under pressure

·Exceptional organizational and detail-oriented skills

·Empathetic and adaptable team player

·Ability to work independently and confidently communicate

·Understanding of Travel Agent, Third Party Website, and Wholesaler bookings

·Availability for shift work, including weekends

·Knowledge of guest recognition and retention techniques

·Knowledge of Automatic Call Distribution Systems Knowledge of revenue systems (IDeaS) is desired but not essential

Who are we?

We are Shangri-La The Shard, London, the first elevated luxury hotel in the city. We offer 202 guestrooms and suites – located throughout levels 34 & 52 of The Shard, Western Europe’s tallest building. With unparalleled views across London, the hotel features several signature luxury dining venues and three river-facing event spaces. Level 52 is home to 24-hour gym, Western Europe’s highest infinity pool & bar. Located in London's most historic area, the hotel is nearby the financial hubs of the City and Canary Wharf as well as key tourist attractions such as Tate Modern, the Tower of London, St. Paul’s Cathedral, Shakespeare's Globe and Borough Market.

In joining the Shangri-La Hotel London we will offer you an array of exclusive benefits and lifestyle options such as but not limited to:

·50% discounts in our exclusive award-winning luxury Restaurants and Bars

·Yearly “CODE Hospitality membership”

·Complimentary dining whilst at work

·Complimentary dry-cleaning service for your work attire

·Annual season travel ticket loan to support you in your journey to work

·Staff rates at properties worldwide

·Exclusive discounts across London Bridge area via the “Shard Card “membership scheme

·Loyalty benefits- such as complimentary stays, monetary recognition for long service

·Investment in your personal development via our vast online Shangri-la academy courses

·Internal promotions and endless opportunities

·Unique cultural and engagement events across all teams

·Immediate enrolment onto our employee recognition platform “moments of joy”

·Financial recognition for introducing new successful team members into the hotel via our inhouse talent team

Please note that all applicants must be eligible to live and work in the UK, without restrictions. Documented evidence of eligibility will be required from all candidates.