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 Members Club. Our hotels have histories that stretch back over a century. And, 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 todays 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 and Queue 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.Your responsibilities will include but will not be limited to:Real-Time Queue ManagementUphold 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 RateAverage Handle Time (AHT)Reservations Sales Consultant occupancy and adherenceWho thrives here?You are spirited, with an unwavering passion for exceeding expectations at every turn. Warmth and approachability define you, and collaboration is second nature. You possess an ambition that not only drives your personal growth but also elevates the team around you, inspiring excellence daily. Your innate curiosity and keen attention to detail allow you to anticipate needs effortlessly. For you, this is not just a jobits the next chapter in an extraordinary career.Successful candidates for our Reservations Performance and Queue Coordinatoropportunity will have:Proven experience in a fast-paced contact centre environmentExperience 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.The Maybourne ExperienceAt Maybourne, youll discover a vibrant, supportive community that celebrates creativity, entrepreneurial spirit, and innovative thinking. Our nurturing environment empowers you to bring your ideas to life and make your mark in every aspect of your role.We are deeply committed to your growth, offering a range of tailored development opportunities across all levels and specialisms. Whether refining your craft or expanding your horizons, we help you shape a career as unique as you are.Your dedication and hard work deserve to be recognised and celebrated. Thats why we ensure our rewards are as exceptional as the contributions you bring to Maybourne each day. In return for your hard work and dedication we offer you:A Rewarding Career with MaybourneAt Maybourne, we are proud to offer a thoughtfully curated selection of benefits designed to support your wellbeing, nurture your development, and celebrate your milestones - both personal and professional.Health and WellbeingComplimentary 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 treatmentsA programme of wellbeing initiatives, from mental health support to physical activity24-hour confidential assistance helplineOn- and off-site Occupational Health supportLife assurance through our Death in Service schemeEye care support, including vouchers and contributions towards glasses*Flu vaccination vouchers*

Cycle to Work SchemeRecognition and GrowthAn extra paid days leave to celebrate your birthdayInstant recognition and award programme, celebrating extraordinary contributionsDedicated in-house training and development to support your personal and professional growthMonthly colleague awards with generous prizesOpportunities for internal progression and cross-property movesIntroduce a Star referral scheme

with rewards of up to £1,500*Long service celebrations to honour your continued dedicationFinancial CareA 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 RememberExceptional colleague rates of £50 per night across Maybourne properties for you and your familyA 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 celebrationsThoughtful gifts to mark weddings, new arrivals, and retirements*Selected benefits are subject to terms and conditions.Maybourne manages Claridge''s, The Connaught, The Berkeley, The Maybourne Beverly Hills, The Maybourne Riviera and The Emory

some of the world''s most renowned hotels.Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to anticipating every need, at any moment, for any guest.Our Corporate Office houses departments with a global focus, working across all our properties. These departments include Sales, Marketing, PR, Global FandB, Reservations, Revenue, Retail, Human Resources, Legal, Guest Experience, Finance, Construction and Projects, Design, and IT. Working collaboratively, these teams come together to create stories of distinction that set our properties apart.

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