Reservations Supervisor

**Job Title**: Reservations Supervisor (permanent, full time).

**Holiday**: 28 days including bank holidays (may be required to work bank holidays, additional holiday given in lieu).

**Salary**: £26,000-£28,000/year based on experience, plus performance based bonus.

**Working Hours**: 40 hours split over weekdays/weekend, depending on rota.

**Location**:Cornwall, Devon, Somerset, or Gloucestershire

**Reporting Relationships**: Reporting to - Reservations Manager and Managing Director.

**Application Process**:Please submit a CV _and_ cover letter briefly outlining why you would like to join us.

**Benefits**:

- Fast growing company with lots of opportunity for progression
- Work from home
- Flexibility offered with working hours where possible
- Vehicle expenses covered
- Performance based bonus scheme - varies from 5-15% of salary, depending on our annual average review rating (most recent bonus payout was 10%)
- Wellness Budget of £100/6 months
- Responsible Holiday Policy

**Who We Are**

Guesthoo is an independent short term letting agency specialising in listing and managing properties through booking platforms like Airbnb. We were the first of its kind in Cornwall and Devon, which are our main operating areas. However, we now manage properties all over the South West. Our exciting portfolio has expanded rapidly to 150 properties and growing, ranging from shepherd’s huts on the edge of cliffs to country estates. We work in a fast-paced environment where we continue to grow rapidly.

The company has a heavy focus on the use of technology to efficiently scale our operations, deliver a great guest experience and maximise earnings for both us and our owners. We use some of the best software platforms in the industry including an expansive property management platform, dynamic pricing & revenue management software, digital guest guides and more.

**Working With Us**

That might all sound very serious and boring, but working for us is anything but We try to keep things varied, regularly meeting up for work lunches and dinners to maintain a social aspect whilst working remotely.

**The Role**

The primary focus of the role is managing the guest experience either through communicating with guests directly or supervising the Reservations team. You should have good people management skills, excellent communication skills, a good customer service experience background, and excellent IT, English & Maths skills.

We are looking for someone who is eager to join a fast growing company and take on both the challenges and opportunities that come with it.

**Responsibilities & Duties**:

- Guest Experience - To ensure guests have the best possible experience by providing excellent communication, from the first point of contact to check out. Includes handling booking enquiries, property/area queries, on-trip issues, complaint and dispute management
- Guest Liaison - Liaising between guests and the Operations & Services Manager or Owner Liaison Team to resolve any issues with housekeeping or maintenance
- Reservations Management - Managing and processing bookings through the 3 main booking platforms: Airbnb, VRBO and Guesthoo Rentals
- Post-Stay - Managing reviews, writing responses to negative feedback and leaving negative guest reviews. Managing Airbnb insurance claims
- Team Management - Supervising a team of Reservation Agents. Your responsibilities will include delegating tasks, scheduling work hours, quality control and training
- Guest Guides - Production and editing of Guest Guides.

**What We Are Looking For in You**

Essential:

- You should be very comfortable with technology. Confident with both smartphones and computers, able to learn new software easily and confident with spreadsheets and word processors
- Competent at basic maths e.g. calculating % increases and decreases
- Good writing etiquette, excellent spelling and grammar
- Excellent interpersonal & communication skills - you will liaise with guests regularly and occasionally with housekeepers. You should be a great communicator via both phone and written formats
- Ability to remain focused in a fast-paced environment and maintain a high attention to detail
- At least 2 years of experience supervising or managing a customer-facing team in either hospitality or property management
- Flexible and happy to work on weekends/evenings, as required
- Proactive and willing to contribute ideas and expertise to improve the business
- Ability to use initiative to solve problems you have never come across before
- Positive attitude, leading by example
- Organised and independent, able to manage time effectively
- Ability to give and receive feedback in a professional manner
- Willing and able to meet changing needs of the role

Preferred:

- Experience with booking platforms such as Airbnb and VRBO etc.
- Experience working in the property industry
- Experience with property management software
- Drivers licence and vehicle

**Job Types**: Full-time,