Head of Guest Services - London, United Kingdom - The Ivy Collection - Support Office

The Ivy Collection - Support Office

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Purpose of the Role

Provides support and recommendations to the Finance and Operations Directors in strategic planning and day-to-day management of operational and tactical decisions relating to achieving Revenue targets and profit improvement relating to reservations.

Key Responsibilities

Develop, review and set up effective reservation procedures and systems for all restaurants putting in place standard operating procedures for the effective use of Open Table alongside the Group Reception Manager.
Ensure reservation procedures and policies are in place and ahead to openings.
Ensure that Open Table is effectively utilised across the restaurants and seating plans and booking slots are maximized
Ensure in conjunction with the Group Reception Manager the restaurant reception team are fully trained on Open Table, with refresher training provided on a periodic basis
Support the Restaurant Reservationists to ensure the restaurants are filled to their maximum capacity across each service.
Develop and monitor reports to manage performance across all channels
Maximise covers and revenue in line with targets and profit improvement plans.
Analysing booking patterns and market trends and monitoring competitor performance
Responsible for an accurate forecast, trend analysis and sales strategies so that availability is maximized at all times
To support and monitor the reservations department
Responsible for devising the most competitive approach versus competition
Facilitate and lead daily revenue, weekly yield and monthly revenue meetings with

- measurable outputs

In charge of producing month end reports with strong emphasis on past, current and future performance analysis as well as action planning
In collaboration with the Director of Sales and Marketing, responsible for challenging and devising revenue management/sales strategies
Strong ability to analyse market conditions and revenue generating opportunities.
Oversee the reservation teams based at Head Office to ensure effective cross referral between restaurants, ensuring the smooth operation of the reservations department
Provide absence and overflow reservations cover for the restaurants as business needs require.
Effectively oversee key date reservations and menu operations for Christmas, New Year and Valentines etc providing effective reporting
Ensure the effective training of new members of the reservations on Open Table
Ensure the effective management of guest data on the Open Table system to support customer relationship management (CRM).
Ensure respective reservation / reception teams maintain an up to date knowledge of all promotions, special events and restaurant offerings, ensuring all new promotions are effectively communicated.
Carry out test calling on a periodic basis and analyse results to identify any training required or review of procedures
Effectively manage the telephone system, ensuring we are optimising functionality across restaurants and at the Head Office
Provision of effective management reporting from the telephone system to ensure effective call management and 98% pick up targets achieved.
Effective management reporting on a daily, weekly and monthly basis covering revenue and covers; complimentary spend analysis; calls and covers generated etc
Effective management of Open Table invoicing ensuring correct charging and timely liaison with the individual restaurants highlighting any areas of concern
Carry out competitor pricing analysis to identify trends and highlight business opportunities In terms of pricing on a two monthly basis
Carry out competitor analysis on packages on a monthly basis highlighting opportunities or risks to the applicable Finance Director and Sales & Marketing Director
Carry out competitor analysis on PDR pricing on a monthly basis highlighting opportunities or risks to Head of Events and Sales & Marketing Director
Identify opportunities to support revenue achievement across the restaurants liaising with the General Managers, Operations Directors and Marketing
Effective management of restaurant and thirdparty voucher redemptions following usage at the restaurants, to include reconciliation and reimbursement of monies from third party providers.
Deliver adhoc tasks and projects as requested by the Directors