Managing Reservations at The Ritz London

Summary

In this engaging interview, Benjamin Bill, an alumni from the University of Surrey and Assistant Reservations Manager at the iconic Ritz hotel in London, shares insights into his role overseeing hundreds of room and dining reservations daily. He discusses the dynamic nature of his job, coordinating with various departments to ensure guests have a tailored and memorable experience at the Ritz, from private dining to spa services. The interview highlights the importance of direct bookings and personal connections with guests, emphasizing the hotel's commitment to delivering exceptional service.

Takeaways

• 🏨 The interview takes place at the RIT, one of the most famous hotels in the world.
• 🎓 Benjamin Bill is an alumni from the University of Sur and currently works as an Assistant Reservations Manager at the hotel.
• 📞 The reservations department handles a significant volume of bookings, receiving around 300-500 calls and responding to 200-250 emails daily.
• 🍽 They oversee dining reservations for various venues, including the Ritz restaurant, the Rivy bar, and the Palm Court, which is known for its traditional and champagne afternoon tea.
• 🛏️ The department also handles room reservations and assists with salon reservations, such as pedicures and full body massages.
• 🤝 Benjamin works closely with various departments, including the kitchen, restaurant, and concierge, to organize special requests and private services.
• 👥 As Assistant Reservations Manager, Benjamin reports to the head of reservations and leads a team of 17, including supervisors for different areas of the department.
• 📅 A typical day for Benjamin starts early with checking emails, reviewing the previous day's activities, planning for the day, and preparing for the daily 9:00 AM hotel manager meeting.
• 📈 The reservations team focuses on direct bookings, often from guests who prefer personalized service and the chance to tailor their stay at the Ritz.
• 💼 Benjamin's role involves understanding guest preferences and requests to ensure a perfect stay, highlighting the hotel's commitment to personalized service.
• 👋 The interview concludes with thanks to Benjamin and a teaser for more information on his profile and future interviews on hosco TV.

Q & A

Where is the interview taking place?

The interview is taking place at the RIT, one of the most famous hotels in the world, which is likely a reference to The Ritz in London.

What is Benjamin Bill's current position at the hotel?

Benjamin Bill is currently working as an assistant reservations manager at the hotel.

What are the main responsibilities of the reservations department?

The reservations department oversees nearly every room reservation received by the hotel, dining reservations including the Ritz restaurant and the Palm Court, and also assists with salon reservations such as pedicures and massages.

How many calls and emails does the reservations department handle daily on average?

The reservations department receives around 300-500 calls and answers between 200-250 emails every day.

What does the reservations department's role involve in terms of interaction with other hotel departments?

The reservations department works alongside every department in the hotel, including the kitchen for private food orders, the restaurant for reservations, and the concierge for private transfers in the Ritz Rolls-Royce.

Who does Benjamin report to in the hotel's hierarchy?

Benjamin, as the assistant reservations manager, reports to the head of reservations.

How many team members are there in the reservations department, and what are their specific roles?

There is a team of 17 in total, with five working on room reservations, eight in dining reservations, and one in groups reservations, each with a supervisor to oversee them.

What is the typical start of Benjamin's day at work?

Benjamin starts his day quite early, checking emails, reviewing what happened the previous day, planning for the day ahead, and preparing for the 9:00 AM meeting with the hotel manager and department heads.

How does the hotel manage to tailor the guests' stay experience?

The hotel gathers as much information as possible from guests regarding their requests and preferences, allowing them to tailor and design their stay, often starting with a direct phone call or email conversation.

What is the source of the majority of the hotel's reservations?

The majority of reservations come directly to the hotel, either via phone calls or emails from guests who prefer to speak to someone directly for a personalized experience.

What is the purpose of the 9:00 AM meeting with the hotel manager and department heads?

The purpose of the meeting is to discuss any business for the day and ensure all departments are aligned and prepared for the day's operations.