Group Reservation Advisor National Office based - hybrid role Fixed term until 31st December 2026 Full time, 37.5 hours per week £24,220 per annum (applies to all, including those under the age of 21) A fantastic opportunity has arisen to join our Central Sales team as a Group Reservation Advisor. Our Group Reservations Team is the first point of contact for YHA group customers. Responsible for providing an exceptional service to our Groups customers, you will be required to work independently as well as part of a team. Taking a wide range of calls, from initial enquiry and quotation as well as following up to confirmation of booking and payment. Your role will support YHA in achieving our charitable objectives by meeting revenue targets and providing our customers with an exceptional service. Why work for YHA? Join our team and enjoy a range of exclusive staff benefits that support your well-being and career growth: 10 nights free hostel stays per year for you and up to 3 friends or family Access to YHA’s staff discount and cash back portal Free YHA Membership each year Access to support via our Employee Assistance Program There are many more benefits to working for YHA so please visit our YHA Jobs website for more information. What will you be doing as a Group Reservations Advisor? Our Group Reservations Advisors receive predominantly, incoming calls from our Groups customer base, with the expectation that outbound calls will be required to follow up with customers on any additional needs or stays that they may want to discuss. We provide great customer service by both email, phone, and a web chat function, so you would need to be able to build rapport in a variety of ways, so a friendly and personable manner is required. Our customers will contact us, and your role will be to match their requirements with suitable products to meet the customer needs and place their bookings. It is important to maintain long-term relationships with our groups and this will ensure our sales targets are achieved. What Skills and Experience do you need to be a Group Reservations Advisor? Essential Good numeracy and literacy skills (with a particular focus on written communication) and the ability to process information accurately. Excellent IT skills - it would be advantageous to have previous experience of Microsoft Outlook, Excel, Word, and Teams (as these are all used in the role). We also operate a reservations system so previous experience of reservations would be of benefit. Able to build rapport with customers and colleagues through different communications styles such as email and telephone. Demonstration of our HEART values – they’re part of everything we do, and we look for people who bring them to life in their everyday work Desirable Experience of working as part of a team, working well with others, and building working relationships quickly as well as being able to work well independently. Proven ability of managing varying pressures and handling difficult situations. Experience working in a sales environment or within a call centre environment. Knowledge of YHA and its customer base would be advantageous, but not essential. We will require flexibility to work as required to cover telephone opening hours, this may include occasional Saturdays and Bank Holidays. Our current office opening hours are 9am to 5pm. For more information about the role and the skills and experience required, please refer to the job description. At YHA, we understand the richness of life experiences, and we place just as much importance on lived experiences as we do on skills and knowledge. We provide a robust induction, ongoing training, and opportunities for personal growth. While certain roles may require specific skills, we welcome applicants from all backgrounds. For more information about how we are creating an inclusive workplace please visit our jobs website. Who are YHA? YHA is a social enterprise with a mission to enrich the lives of all, especially young people. YHA does this by providing brilliant hostel stays and experiences that improve physical health, mental wellbeing and life skills. If you would like to find out more about YHA the charity, the culture, the heritage and so much more please visit our jobs website. How do you apply? Submit your CV and complete the application form. For more information about our recruitment process, visit the job website. If you need any assistance, please email jobs@yha.org.uk Once the hiring manager has reviewed your application we will contact shortlisted candidates. We aim to get in touch within a reasonable amount of time after the closing date. You can also check on the progress of your application if you have signed up to Connect - our online candidate portal If you require reasonable adjustments during the recruitment process, please get in touch by emailing jobs@yha.org.uk. PLEASE NOTE All relevant checks are in place to ensure safeguarding and legal requirements of safer recruitment are adhered to. We do reserve the right to close this advertisement early if we receive a high volume of suitable applications. YHA Job Title: Group Reservation Advisor