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 education
•  Demonstrate a high standard of English / Application
Experience / •  Customer service experience
•  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. / Application
Skills & Competencies / •  Be effective in both verbal and written communications and have the 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. / Application/ Interview
Personal Attributes / •  Be creative and imaginative
•  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 / Interview
Knowledge / • Knowledge of using IT packages (office 365) / Application/ Interview