Reservation Manager (Short Stays)
A new role has arisen within our flagship City Lettings office to take charge of the day to day running of the short-let portfolio which has grown significantly over the last 10 years with additional buildings planned in the near future. This role is crucial in ensuring a seamless booking experience for our guests. The Reservations Manager will be responsible for maintaining high standards of customer service and operational efficiency.
Responsibilities
Enquiries & Reservations
· Responding to enquiries and bookings across all booking channels
· Maintaining accurate data on the company's booking software - Guesty
· Preparing welcome information for guests 48 hours prior to arrival
· Liaising with housekeeping team to prepare for arrivals
· Maintaining individual access codes per booking on Guesty
· Confirming with guests after arrival that all is well
· Reporting issues to the maintenance team and informing guests of proposed solution
· Taking emergency calls on dedicated phone out of hours if guests have issues
· Taking payments from guests in line with booking terms
· Taking copies of IDs for all adult guests to comply with anti-money laundering regulations
Accounting & Reporting
· Prepare weekly figures for the accounts department
· Maintaining accurate bookkeeping records at all times
· Preparing an end of week report for the Managing Director
Business Development & Marketing
· Maintaining KPIs on the booking channels including fast response time
· Leaving accurate reviews for guests and responding tactfully to negative ones left by guests
· Work with the Managing Director to develop and implement new marketing strategies
· Analyse under & over performance of units, make recommendations and develop strategies.
Work Patterns
Four days a week in the office full time
Weekends – Up to 2 hours per day from home and responding to emergency issues as they arise
Desirable skills and experience
· Excellent standard of customer service
· Patient and courteous
· Calm under pressure and good at problem solving
· Ability to organise your day and prioritise without supervision
· Hospitality or serviced apartment experience preferred
Job Type: Full-time
Pay: £35,000.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Flexitime
* Referral programme
* Work from home
Application question(s):
* Are you available to work 4 days in the office Monday - Friday, and can work 4 hours over weekends
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in London EC1M 5NW