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Reservations & Events Manager

Summary
Reservations & Events Manager
Salary £30000 - £35000 / Year
Schedule Full Time
Experience Minimum 1 year of experience
Location 338-346 Goswell Rd, The Angel, London EC1V 7LQ, UK

Reservations & Events Manager


Description

About Us

Hello, we are Red Engine, the team behind the award-winning global brands Flight Club and Electric Shuffle. We're obsessed with disrupting the hospitality industry by creating and delivering the best possible experience - across all venues, products and brands.


Our central team covers the full spectrum of skills needed to bring each concept to life – from design to marketing, sales to interior design, people and training, to finance, gaming and HR and everything in between. We’re not just a team of people, we are dreamers, artists, rocket scientists, content curators, forward thinkers and the industry’s finest.


With a total of ten incredible venues throughout the UK, we have ambitious plans, never standing still, we are passionate about developing new and exciting products, which means we’re always growing and looking for passionate people to join the family. 

 

The Role

 Working as part of the Sales team and reporting directly to the Head of Reservations and Events, the Reservations and Events Manager will enthusiastically guide their team in delivering inbound enquiries.


Accountable for managing and motivating the Reservations & Events Team, leading them to fulfil product and service requests, the Reservations & Events Manager will know our products in depth and focus on maximising sales revenues through excellent guest service and support. They will epitomise excellence in guest service and product knowledge from enquiry to execution and aftercare.  Representing the voice of our brands, they will always embrace and live our values and be passionate about developing and supporting their team.


Key Accountibilities:


Enquiry Management & Inbound Fulfilment

  • Dealing with and resolving guest requests, questions, and complaints; highlighting any recurring trends and escalating to head of department where necessary. Ensuring maximum enquiry conversion and diary optimisation for all products
  • Excellent working knowledge of Design my Night platform, including email templates, pre-order menus with ability to manage booking rules and any changes to systems
  • Ensure booking policies and procedures provided are understood and followed by the team and use guest feedback, frequently asked questions and booking analysis to inform improvement suggestions for website and collateral

 

People Management

  • Managing a team to enable Red Engine’s aspirations for continued growth. Identify and attract exceptional talent maintain close, trusting relationships with direct reports to ensure key deliverables are achieved
  • Recruit, coach, develop and mentor the Reservations & Events teams. Payroll and rota planning. Management of training materials and comms across all functions
  • Stakeholder Communication: bi-weekly supervisor meetings, monthly team meetings and ongoing operational comms
  • Reporting on team performance on volumes, enquiry service standards, cover capacity reporting, diary optimisation, pre order / upselling, team L&D development (cross training) etc
  • Responsible for testing any product / bookings changes to ensure service journey meets RE expectations

 

Skills & Experience

  • Natural leader with an ability to inspire performance within team and to delegate ownership and responsibility effectively.
  • Excellent time management, organisational and prioritising skills. Can multitask and problem solve.  
  • Ability to work well under pressure, and maintain a positive, solution-driven outlook.
  • Leadership and delegation skills including the ability to lead and mentor the reservations team.
  • Previous relevant experience (Reservations, Customer Success Management) in a similar role within a restaurant/ hotel environment; multi-site management experience is an advantage.
  • In-depth understanding and knowledge of Reservations Booking Systems (DMN booking software and Zendesk)
  • Excellent communication skills with strong relationship-building skills and the ability to manage stakeholders at all levels.
  • Strong organisational and problem solving abilities.

Experience within a customer service or call centre environment is important, but attitude and finding the right ‘fit’ is too. Working at the hub of our organisation you will be the epitome of our brand embracing the values that make us:   innovation, passion, togetherness and warmth. 

 

The way we work with each other is at the heart of everything we do and, if you join us, we’ll always make sure you know how much we value your contribution and hard work. You’ll be paid competitively, with rewards offered throughout the year and you’ll be respected and treated fairly by everyone you work with. As we grow, we want you to grow too; to make sure you’re interested, challenged and always excited throughout your career with us.  


Fancy joining the team? Apply Now

About Us

Hello, we are Red Engine, the team behind the award-winning global brands Flight Club and Electric Shuffle. We're obsessed with disrupting the hospitality industry by creating and delivering the best possible experience - across all venues, products and brands.


Our central team covers the full spectrum of skills needed to bring each concept to life – from design to marketing, sales to interior design, people and training, to finance, gaming and HR and everything in between. We’re not just a team of people, we are dreamers, artists, rocket scientists, content curators, forward thinkers and the industry’s finest.


With a total of ten incredible venues throughout the UK, we have ambitious plans, never standing still, we are passionate about developing new and exciting products, which means we’re always growing and looking for passionate people to join the family. 

 

The Role

 Working as part of the Sales team and reporting directly to the Head of Reservations and Events, the Reservations and Events Manager will enthusiastically guide their team in delivering inbound enquiries.


Accountable for managing and motivating the Reservations & Events Team, leading them to fulfil product and service requests, the Reservations & Events Manager will know our products in depth and focus on maximising sales revenues through excellent guest service and support. They will epitomise excellence in guest service and product knowledge from enquiry to execution and aftercare.  Representing the voice of our brands, they will always embrace and live our values and be passionate about developing and supporting their team.


Key Accountibilities:


Enquiry Management & Inbound Fulfilment

  • Dealing with and resolving guest requests, questions, and complaints; highlighting any recurring trends and escalating to head of department where necessary. Ensuring maximum enquiry conversion and diary optimisation for all products
  • Excellent working knowledge of Design my Night platform, including email templates, pre-order menus with ability to manage booking rules and any changes to systems
  • Ensure booking policies and procedures provided are understood and followed by the team and use guest feedback, frequently asked questions and booking analysis to inform improvement suggestions for website and collateral

 

People Management

  • Managing a team to enable Red Engine’s aspirations for continued growth. Identify and attract exceptional talent maintain close, trusting relationships with direct reports to ensure key deliverables are achieved
  • Recruit, coach, develop and mentor the Reservations & Events teams. Payroll and rota planning. Management of training materials and comms across all functions
  • Stakeholder Communication: bi-weekly supervisor meetings, monthly team meetings and ongoing operational comms
  • Reporting on team performance on volumes, enquiry service standards, cover capacity reporting, diary optimisation, pre order / upselling, team L&D development (cross training) etc
  • Responsible for testing any product / bookings changes to ensure service journey meets RE expectations

 

Skills & Experience

  • Natural leader with an ability to inspire performance within team and to delegate ownership and responsibility effectively.
  • Excellent time management, organisational and prioritising skills. Can multitask and problem solve.  
  • Ability to work well under pressure, and maintain a positive, solution-driven outlook.
  • Leadership and delegation skills including the ability to lead and mentor the reservations team.
  • Previous relevant experience (Reservations, Customer Success Management) in a similar role within a restaurant/ hotel environment; multi-site management experience is an advantage.
  • In-depth understanding and knowledge of Reservations Booking Systems (DMN booking software and Zendesk)
  • Excellent communication skills with strong relationship-building skills and the ability to manage stakeholders at all levels.
  • Strong organisational and problem solving abilities.

Experience within a customer service or call centre environment is important, but attitude and finding the right ‘fit’ is too. Working at the hub of our organisation you will be the epitome of our brand embracing the values that make us:   innovation, passion, togetherness and warmth. 

 

The way we work with each other is at the heart of everything we do and, if you join us, we’ll always make sure you know how much we value your contribution and hard work. You’ll be paid competitively, with rewards offered throughout the year and you’ll be respected and treated fairly by everyone you work with. As we grow, we want you to grow too; to make sure you’re interested, challenged and always excited throughout your career with us.  


Fancy joining the team? Apply Now


Details
Salary £30000 - £35000 / Year
Schedule Full Time
Experience Minimum 1 year of experience
Location 338-346 Goswell Rd, The Angel, London EC1V 7LQ, UK

Skills
Inbound Resolution
By applying you confirm you have these skills.


338-346 Goswell Rd, The Angel, London EC1V 7LQ, UK