reservations manager Lisboa

Overview

Mama Shelter Lisbon is opening a position of Reservation Manager who is eager to bring their expertise and enthusiasm to lead our dynamic reservation team at Mama Shelter Lisbon.

These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price.

Whatever your role, we're all here to make the customer experience as unforgettable as possible. Our mission is to bring little moments of happiness to people. Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021.

Our commitment to diversity and inclusion: Mama is an inclusive company, and our ambition is to recruit and promote diverse talent. Our advertisements are neutral, so the masculine gender is used here to lighten the text.

Responsibilities

• Keep a keen eye on daily reservations to ensure we meet our response time targets and maintain high quality for guest details, rates, and payments.
• Organize and lead job and weekly training sessions for your team, making sure everyone's skills are sharp and up to date.
• Stay ahead of the game by keeping your team informed about all hotel updates, changes, and special promotions.
• Spot-check reservations from the previous day and give VIP arrivals the royal treatment.
• Master and oversee all duties and tasks, ensuring that your team performs with efficiency and meets our high standards.
• Assist the Front Office Manager with reports, documents, duty rosters, and other management tasks as needed.
• Embrace a focused mindset, supporting the sales team with a positive attitude and consistent approach.
• Protect our guests' and staff's information with the utmost security and confidentiality.
• Be the friendly voice on the phone, making a great first impression and handling every guest with tact and patience.
• Communicate clearly, help others with a smile, and keep a sharp eye on accuracy for processing reservations and room requests.
• Stay flexible and diplomatic, especially when dealing with challenging situations or demanding guests.

Qualifications

• You are attentive and friendly, overflowing with kindness.
• Confidentiality is important: what happens at Mama stays at Mama.
• A true leader, you know how to motivate your team: available, attentive, and responsive, your colleagues appreciate you.
• Gifted with a keen sense of communication, you have an impeccable level of eloquence.
• With excellent interpersonal skills, you never lack resources when dealing with client situations.
• You know how to prioritise your tasks. Master Yoda has taught you everything.
• You can speak other languages.
• You are organised and never let yourself be overwhelmed.
• You have a commercial flair without being the "Wolf of Wall Street"

YOUR LITTLE EXTRAS

• Your smile can be heard over the phone
• You have experience in a reservation or reception service.

Then, we are sure you know the song:

1st verse: We organise a first telephone exchange with our Recruitment team if your application matches our rhythm. Chorus: After the successful telephone interview, your future boss and the HR team will meet you. Be strong. Final verse: Naturally, you will receive a response from us, whether it's a Yes or No.