Client Reservations Consultant

4 weeks ago

Southampton, United Kingdom The Corporate Housing Partnership Limited Full time

**Company Introduction**

The Corporate Housing Partnership (TCHP) specialises in providing corporate housing solutions to corporates and organisations with complex accommodation requirements. Our business model has been established over the last 20 years and our key areas of specialism include the provision of accommodation to the Corporate, Healthcare, Construction and Insurance sectors.

TCHP are experts in supporting organisations who need to accommodate a large number of people into a given location. Often clients require a mix of short-term and long-term housing, dependent upon the length of stay of each visitor. This affords TCHP the opportunity to partner with other providers of short-term accommodation in any given location, as well as to secure our own operated properties where we have full control of the management of the property and the quality of the guest experience. We often provide our clients with a range of additional services that are tailored to our clients’ specific requirements.

**Objective of the Position**

Our Client Reservations Consultant will form an integral part of our growing Client Reservations team and will be committed to ensuring that every client has a first class experience of The Corporate Housing Partnership. The exceptionally high quality of our Client Reservations function enables the Company to maintain its reputation as the go to place for premium housing solutions for corporates and organisations with complex accommodation requirements.

The role of Client Reservations Consultant takes primary responsibility for the management of our enquiries and bookings, and is the gatekeeper to ensure that only the right enquiries are converted into bookings to deliver the best occupancy levels and revenue performance in our corporate properties. The Client Reservations function is responsible for delivery of the Company’s revenue targets, which will in turn secure a generous remuneration package for the members of the Client Reservations team.

**Relationships**

Responsible to:
Commercial Director

Internal Relationships:
Managing Director, All Departments

External Relationships:
Guests, On-line platforms, Property Owners, Network Partners and activity providers/ suppliers

**Duties and Responsibilities**

1. Manage the enquiry and booking process end to end, along with guest interaction and timely communications, observing our company process at all times (latest process document available at all times).

2. Handle all enquiries as well as confirmation of bookings. This will mean liaising with the Property Management and Guest Experience function to ensure our property is ready for guest arrival.

3. Ensure that all information relating to enquiries and bookings is up-to-date at all times and across all documentation and ‘trackers’, to ensure that there is no negative impact on the guest or the team that could result from incorrect information being held. Observe the Company’s ‘sun down’ policy at all times. ie all tasks relating to guest communications and follow-up information capture are always completed before the end of the day.

4. Ensure all bookings facilitate the opportunity for the company to maximise the revenue performance of its properties.

5. Manage the payment process for bookings, credit control and liaison as necessary. Ensure that with direct bookings, client payment has been received in advance of guest arrival / the start of the period of stay.

6. Provide guests with quick and accurate responses to queries about bookings or enquiries

7. Manage the enquiries and reservation requests via online platforms on a timely basis, as required. Ensure that enquiries and reservation requests do not expire.

8. Manage the information on the on-line property listings, as required, to ensure that the property information is accurate and the best representation of the property at all times.

9. Contribute towards the management of the Owner relationships, and in particular engaging our Owners for feedback on specific enquiries, as required.

10. Lead and personally facilitate interactions with our guests at appropriate times to create a lasting impression of our company and giving our guests memorable moments to cherish.

11. You will be required to carry out business development activity to ensure properties are full as well as contacting guests about repeat bookings.

16. You will carry out marketing activity to promote the company and secure increased enquiry activity and pipeline.

**Performance Criteria**

The Client Reservations Consultant will be successfully fulfilling the requirements of the position when:
1. There are routine and well-coordinated reservations, which observe best practice revenue management principles and fully comply with the Company’s latest enquiry and booking processes.

2. Booking and revenue targets are met on an ongoing basis.

3. Feedback on personally managed bookings is scoring at a minimum of 4.8 stars out of 5

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