We have an exciting opportunity to join our team as a part-time reservations manager on a freelance basis. We are looking for an enthusiastic, proactive team player with a keen eye for detail, excellent verbal and written communication skills and the ability to build relationships. You must have at least 1 year experience of guest management in either self service accommodation (such as Airbnb) or within the hotel industry and have strong attention to detail and problem solving abilities. You must also be living within Portsmouth, have good knowledge of the area and preferably have access to a vehicle. You should enjoy working with technology and have the ability to work unsupervised.
The role
You will cover a minimum of 2 days per week ensuring our guests have a 5 star experience and that all properties are ‘guest ready’. This includes coordinating cleaning, maintenance and replacement of items/amenities as required. You will be the first point of contact for our guests and those making booking enquiries and will need to be available to attend the properties to drop items, assist guests and inspect issues occasionally. It would therefore be helpful if the applicant had some basic DIY/property knowledge, but we can train the right person. In addition a key part of your role will be to increase occupancy by sending email promotions and managing our social media accounts.
Working hours to start will be 2 days per week, with at least 1 day being on a Saturday or Sunday between 11am – 8pm, plus out of hours emergency call out on occasion. The shifts may change as we grow and develop and extra hrs may become available. There will also be occasional holiday cover.
Responsibilities
- Reservation management. New bookings, amendments and cancellations
- First point of contact for all guest and booking enquiry communications via email, phone, SMS and booking platforms
- Sending promotions and offers to past / potential guests
- Regular occupancy and pricing reviews
- Invoicing and managing deposits and direct booking payments
- Ensuring any requested arrival items are provided at the property ahead of guest arrival
- Attending property to assist guests or drop off requested items & occasional meet & greet to check guests in (such as large groups)
- Out of hours monitoring of voicemail to check for urgent issues that need attending to
- Scheduling of cleaning & maintenance, ensuring it is completed on-time and daily review of check out reports
- Management of reported check out issues, including ad-hoc inspections if required and negotiating deposit deductions
- Purchase of replacement property items as required
- Complaints handling and issue resolution
- Responding to guest reviews
- Setting up of new listings, ensuring existing listings and guidebooks are accurate and making amendments where required
- Raising urgent issues with property owners
- Managing social media accounts
Requirements
- Fluent in English with strong verbal and written skills
- Minimum 1 year hotel or serviced accommodation guest management experience
- Must live within Portsmouth & have good knowledge of the area
- Full driving license and access to a vehicle
- Please ensure you complete the Indeed skills tests for Attention to details and problem solving
Desirable
- Basic DIY / property knowledge
- Past experience of setting up listings
- Past experience in competitor pricing analysis
Part-time hours: approx 16 per week
Job Types: Part-time, Contract, Permanent
Salary: £11.00-£14.00 per hour
COVID-19 considerations:
Masks are required when visiting properties and guests. All properties are cleaned and disinfected to COVID guidelines.