Reservation Assistant

Are you ready to make a tangible impact on direct/long stay bookings and drive positive change within our business?

We are seeking a dedicated and detail-oriented direct/long term reservations assistant to join our team and take charge of increasing our direct booking and long term stays. In addition you will proactively seek out opportunities to build long lasting relationships with key stakeholders in external businesses to generate bookings.

As the Reservations Assistant, you will play a pivotal role in driving our long-term strategy to increase direct and long-term bookings for our accommodations. You will be responsible for cultivating strong relationships with key clients and businesses across the UK, ensuring their accommodation needs are met efficiently and effectively. This role requires a proactive and self-driven approach to generate both direct and long-term bookings within the Host & Stay portfolio. You will also ensure that you fill any gaps in our property calendars, proactively offering booking extensions.

Responsibilities:

Client Relationship Management: Build and maintain long-lasting relationships with key clients and businesses to become their preferred accommodation provider.

Sales and Booking Generation: Actively seek out and generate both direct and long-term bookings for Host & Stay properties. This includes identifying potential clients, promoting our accommodations, and securing reservations. In addition, you will fill any gaps in our calendars with booking extensions.

Customer Assistance: Provide excellent customer service and support to clients, assisting them in booking accommodations that meet their specific needs. Address enquiries, concerns, and special requests promptly and professionally.

Market Research: Stay informed about industry trends, local and regional events, and competitive offerings to better tailor accommodations to the needs of clients and businesses.

Negotiation: Negotiate terms, pricing, and contract agreements with long-term clients to ensure mutually beneficial arrangements.

Collaboration: Work closely with the Sales and Marketing teams to align strategies for attracting and retaining clients for direct and long-term bookings.

Reporting: Maintain accurate records of client interactions and booking details. Provide regular reports to management on performance, opportunities, and challenges.

This will include, but not limited to the following duties:

Provide accurate information and advice as required based upon our customer’s needs at the point of contact.

Engage with a range of customers and scenarios daily with a key focus on customer satisfaction, and complaint prevention and resolution.

Conduct root cause analysis on all reviews and dissatisfaction trends in order to identify improvement opportunities, inclusive of; cause & effect, solution(s) and action planning.

Actively share best practice with our colleagues helping to promote an innovative and continuous improvement culture.

Positively participating in continuous training.

Ensure all reviews are resolved within the agreed timescales and all correspondence is accurately recorded.

Response of all reviews within SLA, meeting KPIs and complying with regulatory deadlines and rules.

Alert the Head of Customer Experience to any trends detected.

Accurately capture and document all reviews according to internal policies and procedures.

Handle complex inbound and outbound telephone calls and other forms of communication where appropriate.

Undertake such other duties as the Company may from time to time reasonably require.

Requirements:

You must speak fluent English.

You must also have a strong understanding of written English and be confident in your written communication to be successful in this role.

Proven experience in sales, reservations, or a related field.

Strong communication and interpersonal skills.

Self-motivated and proactive with a results-driven approach.

Knowledge of the hospitality and accommodations industry.

Excellent negotiation and problem-solving abilities.

Organised and detail-oriented.

Proficiency in reservation and booking systems.

Approach the role with a ‘can do’ attitude and strive to deliver the very best for our customers and colleagues at all times.

This role offers the opportunity to be a key player in the growth of our direct and long-term bookings, contributing to the success of The Host & Stay Group. As a Reservations Assistant, you will have the chance to work with a dynamic team, build valuable relationships, and shape the future of our accommodation strategy. Your dedication and proactive approach will be instrumental in achieving our business goals.

Who is Host & Stay

Host & Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to over 1000 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry.

Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We’re on a mission to make the UK one of the most popular, guest centric holiday destinations in the world – but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investments. We want our customers and communities to succeed and thrive.

Our offices are more than just the space we work in. We encourage inspiration, creativity, and productivity in a relaxed and comfortable environment. We’re looking for people?who are travelling in the same direction when it comes to the way we work, live our values, and deliver our services.

We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

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Why choose us?

The team here at Host and Stay genuinely care about the work we do to transform the lives of our customers and we think this is a pretty big reason to love your career at Host and Stay.

Our people are our best asset, so we want to make sure your wellbeing is the best it can be. Our responsibilities as an employer extend beyond the workplace, we want to make sure we can help and support you when you need it most.