Reservations Team Leader/Meeting Rooms Co-Ordinator

JOB DESCRIPTION Reservations Team Leader/Meeting Rooms Co- Ordinator

Location: Birmingham Mailbox Hours: 9am – 6pm Mon-Fri Salary: 23k – 25k Reporting to: Broker Channel and Reservations Manager

Overview

The Reservations Team Leader will be responsible for leading a team of 6 sales consultants in the reservations function of the business on a day to day basis. The successful candidate will report into the Broker Channel and Reservations Manager and work closely to support the sales function of the business. This will include a number of daily reports and monitoring, driving the team to achieve KPI’s and supporting the field sales with some warm calling to older customer enquiries.

There is also a chance to be a part of an exciting new meeting rooms project for the business to generate revenue by co-ordinating the meeting room bookings across all business centres. The ideal candidate will need to have some team leading or prior management experience as well as a sales background. An ideal role for someone looking to build a career in management.

Responsibilities

Working closely with the Broker Channel and Reservations Manager the candidate will be responsible for:

 Drive the reservations team to achieve and exceed attended viewing figures  Motivate the team to meet daily, weekly, monthly KPI’s  Collate Key Metrics on a daily, weekly and monthly basis  Report team performance into the Broker Channel and Reservations Manager on a weekly basis  Provides employees with the complete induction training as per company guidelines  Coaches, trains and communicates all skills and knowledge required to ensure that the reservations team are consistently performing and to ensure all leads are handled to the standard required  Communicates performance expectations and provides employees with on-going feedback through

o daily team buzz meetings to ensure everyone is clear on tasks for the day

o Hold monthly 1-2-1’s to review each individual’s performance and following month’s objectives

 Support and train staff Carry out new starter induction/training  Ensure team have visibility of month to date performance on a daily basis  Manage staff holidays to ensure the office is covered correctly at all times  Ensure that the sales system is updated correctly and that the team are loading notes  Assist the Broker Channel and Reservations Manager with recruitment  Manage and call the “NATC’s - Not able to contact” data pot to add to team viewing numbers  Calls to warm leads to assist sales team with promotional call outs  Adhoc admin tasks to assist the Broker Channel and Reservations Manager  Through strong leadership, motivating, engaging and coaching staff, ensuring the review and development of self and reservation team Experts to drive and maximise performance through a fun creative environment.  Responsible for the successful daily running of the team to ensure reservations are maximised through great customer service and team KPIs are achieved  Develops and implements strategies and practices which support employee engagement

Facilities, Health & Safety & Other

 Health and Safety Compliance – ensuring that Risk Assessments are carried out  Ensure that staff are aware of and work to policies relating to their statutory H&S obligations.  To setup and manage team meetings, reviews, training and development with the team.  To carry out any other duties within the scope of the post. Responsible for:

Responsibility for the day to day management of the reservations team.

Contacts

Contacts will be wide ranging and regularly include:

 Broker Channel and Reservations Manager  Director of Sales  Regional Sales Team  Customers  Property Brokers/Agents  Colleagues from other centres within the Citibase network

Person Specification

Reservations Team Leader/Meeting Rooms Co-Ordinator Criteria Essential attributes Assessment Education & Qualifications • A high standard of general Application education • Demonstrate a high standard of English Experience • Customer service experience Application • Promotions experience • Proven Sales Background – Internal and External Preferable • Previous experience of working within the sector be desirable • Previous experience in the same or similar role • Have prior experience in a management position • Experience in administrative and operational roles in a customer focussed environment. • Demonstrated ability to coach for success in a customer service / sales environment. • You'll be used to leading, developing and managing a high performing sales, customer service or reservations team. Skills & Competencies • Be effective in both verbal and Application/ written communications and have the Interview ability to communicate confidently at all levels of authority within the organisation • Demonstrate excellent organisation and time management skills • Be able to work from own initiative • Have the ability to prioritise and adapt a flexible approach to working • Have the ability to maintain consistency throughout all work • Must be computer literate • Have leadership and supervisory skills • Demonstrated ability to coach for success • Excellent project, planning, change and time management capabilities • Have good judgement and decision making skills • Be able to act with Diplomacy and Confidentiality • Demonstrate ability to relate to, communicate with, and motivate employees to sustain high performance and quality levels • Set goals and maintain high standards. Personal Attributes • Be creative and imaginative Interview • Results driven with a positive, “can do” attitude. Engenders an atmosphere of fun to keep performance and moral high. • Possesses superior communication skills, both with staff and other departments or managers within the organisation. • Possess the ability to motivate others • Have a polite, friendly and approachable manner • Have interpersonal skills, be able to work with teams and be able to coordinate with other departments • Have a polite, friendly and approachable manner • Possess the ability to promote a professional image of the company all times, both in and out of work. • Be able to communicate confidently to large groups • Be able to multitask • Able to remain focused in a demanding and fast-paced environment. • A self-starter with excellent problem solving skills and a focus on continuous improvement

Knowledge • Knowledge of using IT packages Application/ (office 365) Interview