Group Reservations Senior Advisor

2 weeks ago

Matlock, Derbyshire, United Kingdom YHA Full time

Job Summary

We are seeking a highly skilled and experienced Group Reservations Senior Advisor to join our Central Sales Team. As a key member of our team, you will be responsible for providing exceptional service to our Groups customers, from initial enquiry to confirmation of booking and payment.

Key Responsibilities

  • Assist and deputise for the Group Reservations Team Leader in managing the team and achieving targets across all aspects of the Groups operation.
  • Lead and support the team to maximise income, revenue, and increase customer loyalty.
  • Work with the Group Reservation Team to provide an exceptional service to our Groups customers.
  • Support YHA in achieving our charitable objectives by providing our customers with an exceptional service.

Requirements

  • Good numeracy and literacy skills with the ability to process information accurately.
  • Ability to work independently and problem-solving.
  • Excellent IT skills (ideally Microsoft Office).
  • Excellent written communication skills.
  • Excellent telephone manner which delivers a positive first impression.
  • Ability to handle difficult situations/experience of managing conflict.
  • Experience of working as part of a team, works well with others and builds working relationships quickly.
  • Proven ability of managing varying pressures, including significant peaks in workload demands, with the ability to prioritise key tasks.
  • Experience of working within a sales environment, working to targets and deadlines.
  • Excellent customer service delivery.
  • Experience of working with computerised booking systems and Customer Relationship Management (CRM) systems (desirable).
  • Previous experience of working in a contact centre environment or customer-focused industry and of dealing with customer enquiries via telephone and/or e-mail (desirable).
  • Knowledge and understanding of YHA and its customer base (desirable).
  • Experience or knowledge of working with Groups customers (desirable).
  • Experience of leading, managing, and motivating a team (desirable).
  • Holds or working towards Customer Service NVQ or similar (desirable).

What We Offer

  • A competitive salary of £24,705 per annum.
  • Access to YHA's staff discount and cash back portal.
  • Free YHA Membership each year.
  • 10 nights free hostel stays per year for you and up to 3 friends or family.

How to Apply

Submit your CV and complete the application form. If you need any assistance, please visit the contact page on the YHA Jobs website and someone from the team will help you.

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