Reservations Performance Coordinator

Maybourne owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Beverly Hills, The Maybourne Riviera and The Emory - six of the world's most renowned hotels; and Surrenne - wellbeing and longevity Member's Club. Our hotels have histories that stretch back over a century. While each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today's discerning guests.

At Maybourne it is our purpose to create stories of distinction, and we know that truly memorable experiences are made up of countless small moments. Moments where the extraordinary becomes reality.

We are building on the reputation of our heritage properties by pursuing a global vision to lead the future of luxury. This includes curating distinctive and enriching experiences, developing our digital capabilities and superior insights, enhancing our unmatched guest experience, and expanding the number of hotels, spas, and residences around the world.

The Reservations Performance Coordinator is responsible for monitoring and managing contacts and reservations consultants performance in real time to ensure that service level agreements (SLAs) are met. This role requires a data driven approach, excellent communication skills, and the ability to make rapid, informed decisions to optimise efficiency and address emerging issues.

Responsibilities

• Real Time Queue Management
• Uphold the highest levels of service quality by monitoring performance metrics, identifying trends, and promptly recommending improvements.
• Proactively monitor and manage all contacts, including voice, email, and open media (chat), to ensure flawless and immediate service delivery.
• Prioritise high value contacts and guests, ensuring they receive immediate and exceptional service.
• Maintain data integrity by removing duplicates and conversations.
• Dynamically manage critical service benchmarks in real time, such as:
  • Service Level (SL)
  • Average Wait Time (AWT)
  • Abandonment Rate
  • Average Handle Time (AHT)
  • Reservations Sales Consultant occupancy and adherence

Qualifications

• Proven experience in a fast paced contact centre environment
• Experience in a luxury brand or a similar premium service industry
• Strong analytical and problem solving skills with the ability to interpret data and make quick decisions
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Excel and contact centre software (e.g., Mitel, YSE, Dynamics, Five9)
• High level of attention to detail

Benefits Health & Wellbeing

• Complimentary access to our all day dining staff restaurant, offering nourishing and seasonal dishes
• Option to purchase up to five additional days of annual leave per year
• Monthly access to subsidised massage and podiatry treatments
• A programme of wellbeing initiatives, from mental health support to physical activity
• 24 hour confidential assistance helpline
• On and off site Occupational Health support
• Life assurance through our Death in Service scheme
• Eye care support, including vouchers and contributions towards glasses
• Flu vaccination vouchers
• Cycle to Work Scheme

Recognition & Growth

• An extra paid day's leave to celebrate your birthday
• Instant recognition and award programme, celebrating extraordinary contributions
• Dedicated in house training and development to support your personal and professional growth
• Monthly colleague awards with generous prizes
• Opportunities for internal progression and cross property moves
• 'Introduce a Star' referral scheme - with rewards of up to £1,500
• Long service celebrations to honour your continued dedication

Financial Care

• A highly competitive salary package
• Increased holiday entitlement after 3 and 5 years of service
• Family first policies, including enhanced maternity and paternity pay
• Season ticket travel loans
• A generous pension scheme
• Smart Tech Benefit - opportunity to buy electrical goods with monthly repayments to help you spread out the cost

Moments to Remember

• Exceptional colleague rates of £50 per night across Maybourne properties for you and your family
• A hosted 'Guest Experience Stay' - immerse yourself in the full Maybourne experience
• 50% off food and beverage across our restaurants and bars
• Invitations to a year round calendar of cherished colleague events - from the Maybourne Picnic to our festive celebrations
• Thoughtful gifts to mark weddings, new arrivals, and retirements

Selected benefits are subject to terms and conditions.