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Reservations manager

London
Hurford Salvi Carr
Reservations manager
Posted: 23 September
Offer description

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 companys 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
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

TPBN1_UKCT

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