Department: Vertus ______________ Company: Vertus Residential Management Limited ______________ Reporting to: Sales Manager ______________ JOB SUMMARY We’re looking for a Reservations and Sales Coordinator to join our dynamic team at 3 & 15 West Lane with 378 serviced apartments across two buildings in Canary Wharf’s Private Estate. In this role, you will start our guests' journey with us, often having one of the first interactions they will have when making their choice to stay in the area. You will anticipate every detail to ensure a friction-free experience, ensuring all details taken are correct and accurate and shared across other departments when needed. You will respond to guest calls, emails, and enquiries for room reservations, groups, and general information, taking reservations from the enquiry to the confirmation stage. You will work closely with the Sales & Revenue Managers to maximise revenue, also ensuring all data, reporting and systems are up to date. You will build strong relationships with repeat customers, and support in ensuring we are their preferred aparthotel choice. You will also be a crucial part of setting up processes, doing market research and proactively seekeing out revenue opportnties alongside the Sales Manager. As part of a brand new property you will have a unique opportunity to grow within the role and be involved in shaping the direction of the reservations function. In this role, you will start our guests' journey with us, often having one of the first interactions they will have when making their choice to stay in the area. You will anticipate every detail to ensure a friction-free experience, ensuring all details taken are correct and accurate and shared across other departments when needed. You will respond to guest calls, emails, and enquiries for room reservations, groups, and general information, taking reservations from the enquiry to the confirmation stage. You will work with the Sales & Revenue Managers to maximise revenue, also ensuring all data, reporting and systems are up to date. You will build strong relationships with repeat customers, and support in ensuring we are their preferred aparthotel choice. As part of a brand new property you will have a unique opportunity to grow within the role and be involved in shaping the direction of the reservations function. Annual Salary: £35,000 MAIN RESPONSIBILITIES MAIN RESPONSIBILITIES Respond to guest enquiries and reservation requests via phone, email, and online platforms, providing accurate information and personalised assistance. Ensure all incoming enquiries are dealt with on the same day where possible, or within a maximum of 24 hours. Process and confirm bookings efficiently using the hotel’s PMS system, ensuring all guest details and special requests are recorded accurately. Upsell rooms, and hotel amenities to maximize revenue and enhance the guest experience. Maintain an up-to-date knowledge of studio categories, packages, and promotions to provide relevant information and suggestions to guests. Managing Group bookings, from the quote stage until handover to the Front of House Team. Upload/enter rooming lists and ensure that details and changes are correctly updated. Ensure that payments are collected in a timely manner and that final bills are reconciled and issued. Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group. Ensure that commissions are accrued and communicated to the finance department, and reconcile Corporate accounts. Ensure that the Corporate negotiated rates are updated and accurate in the reservation system, in alignment with policies and promotions. To ensure that the department provides a high level of customer service and meets the Aparthotel brands standard for all reservations and actively challenge deviation. To maximise conversion of bookings by applying the conversion techniques and phone standards. Conducting viewings of the Studios for any potential clients. Deal with guests and bookers in a professional and timely manner. Support Sales Manager with RFP’s and show arounds as required. Setup system templates and SOP’s. Work alongside Revenue Manager to ensure all resverations functions are done per day/ week and monlthy. Work closely with the reception and operations teams for the implementation of Reservations procedures and optimal guest journey HEALTH SAFETY AND WELFARE RESPONSIBILITIES All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual. ENVIRONMENTAL RESPONSIBILITIES All Staff are required to follow the Canary Wharf Group plc (CWG) Environmental Policies for minimisation of waste and effective energy management as defined in the CWG Environmental Manual and associated documents. QUALITY MANAGEMENT RESPONSIBILITIES All staff are required to comply with CWG Quality Management System requirements detailed within the Company Quality Manual & Policies, and to ensure that all Procedure; Plans and Forms within SharePoint are effectively implemented to meet the set ISO 9001 Quality Management Standard. PERSON SPECIFICATION 1. Proven experience in hotel reservations, preferably in the aparthotel sector. 2. Knowledge of property management systems PMS (MEWS PMS desirable) however full training will be provided if required along with ongoing access to MEWS market leading training resource. 3. Strong organisational skills with attention to detail. 4. Ability to work effectively under pressure and handle multiple tasks. 5. Proficient English level, and exceptional communication skills, both verbal and written. 6. Experience in Group booking management and contract preparation is an advantage. 7. Proficient in Microsoft Office Suite or similar tools. 8. Have strong selling skills and an understanding of Reservation and Groups bookings and processes. 9. Be able to competently manage all aspects of Reservation and Groups enquiries. 10. Be a pro-active team player who easily connects with others. 11. Right to work in the UK required. HEALTH SAFETY AND WELFARE RESPONSIBILITIES All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual. ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering. QUALITY MANAGEMENT RESPONSIBILITIES In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard. COMPANY VALUES Commit to Excellence Act with integrity and deliver high performance Put our customers at the heart of what we do Resolve issues by providing high quality solutions Foster Collaboration Find opportunities to collaborate with others across the business to achieve shared goals Encourage inclusive networks and treat others with respect and fairness Use knowledge to work effectively with suppliers / contractors to meet shared goals Encourage Engagement Confident in making decisions appropriate to the role Learn from mistakes and listen to constructive feedback to improve performance Prioritise safety and actively support community, wellbeing and sustainability programmes Take Ownership Take pride in delivering high quality service which exceeds expectations Committed to opportunities for self-development Take responsibility for my own performance and look for ways to improve Embrace Innovation Embrace change and innovation Proactively suggest ways to improve our business and encourage others to share ideas See new challenges as opportunities to deliver effective change WHAT WE OFFER Diversity and Inclusion We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential. Flexible Working As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent. Learning and Development At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth. Other Benefits We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs. If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any point.