Reservations Agent

3 weeks ago


London, United Kingdom VervLife Full time

We're looking for highly motivated, switched on and down to earth individuals that are willing to roll up their sleeves and do whatever it takes to be the best in their field, challenge the status quo and deliver high quality results.

As a Reservations Agent, your role is to deliver an exceptional service consistently. This is an opportunity to join one of the most important teams in the company, turning our vision into a reality every single day. Without you, Ark Canary Wharf would be nothing. You must be a thorough organiser and will be responsible for overseeing processes and procedures when handling bookings for both long and short term stays.

You will need to have great care, passion and commitment. You are an exceptional communicator, which means you are an even better listener. You inspire confidence and trust. It is your job to communicate the experience and to promote the service that we want our members to have. There is no such thing as “it’s not my job” in this team.

We believe that building effective relationships with our members will enhance the community spirit and everything we do should be designed around the community’s well being. For this reason, we want you to have a passion for people and a genuine desire to connect with those around you.

Specifically, this is a great position for a person interested in learning the day-to-day of a co-living space. Working alongside other teams, and reporting to Reservations Manager, you will be part of an operations department, communicating and supporting the day to day experience for our members. You will be working 5 days a week, Monday to Friday. Weekend work may be required.

The goal is to infuse our culture into every single person that walks through the door and joins the community. This ultimately begins with our communication and interaction before even those members decide to stay or live with us.

Key responsibilities
- Manage the daily reservations process including room inventory, and availability, individual reservations, allocations, rooming lists and restrictions.
- Ensuring all applicants and their documents are inputted into our Property Management Software in a timely manner.
- Process no-shows and cancellations on third party extranets.
- Be aware of contracted rates and the company benefits or restrictions attached to them.
- Perform daily arrival checks supporting the Hub Hosts and Hub Leader, ensuring rates are correct with the appropriate rate code.
- Actively convert individual short stay enquiries into confirmed business, and where possible, into direct bookings.
- Identify inventory and pricing issues, if any, and highlight these to the management team.
- Maintain positive member relations and ensure all requests are handled quickly and efficiently.
- Anticipate member needs and recognise regular/VIP members.
- Manage requests for information, rates and general enquiries.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/internal data input standards.
- Maintain complete knowledge of all property facilities/services; room types and bed types; room availability and restrictions; rate plans, packages and promotions; and the revenue management strategy set by the Director of Revenue & Sales.
- Promote special offerings and packages and use available upselling tools in order to increase all possible ancillary revenue income.
- Be aware of and promote all internal events to members during the enquiry and booking stage.
- Support the Hub, Reservations Manager and Director of Revenue & Sales with other daily administrational tasks (e.g. prepare/cross-check commission invoices).
- Attend and participate in meetings, when necessary.
- Always maintain accurate and polite communication with all other teams



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