Reservation Sales Agent – Direct Client Work Opportunity

IMPORTANT: READ BEFORE PROCEEDING:

• Direct Client Opportunity – You will be working directly with clients, not through an agency.
• Experience Required – Please do not apply if you lack experience in the relevant field as stated in the job description.
• Application Process – Follow the instructions below to submit your application. Direct messages will not be considered.


JOB TITLE
Reservation Sales Agent

JOB OVERVIEW
We are looking for an experienced Reservation Sales Agent to support our UK-based client with the reservations and day-to-day operations of their serviced accommodation business and communication with the guests staying in their properties. The Reservation Sales Agent is responsible for maximising reservation opportunities, handling inbound and outbound calls, assisting guests with queries and booking reservations, providing detailed information about services, and ensuring a seamless reservation process. This role is ideal for someone with proven sales and customer service experience and who enjoys being rewarded for their performance. The role requires excellent communication skills, attention to detail, and a strong sales and customer service focus to maximise sales and customer satisfaction.

ABOUT THE COMPANY
TLC Stay is a small local business run by two families. Our mission is to approach everything we do in a kind and caring way to give our guests, properties, partners and the planet the Tender Loving Care deserved.

We provide comfortable, stylish and affordable spaces for people to stay. Whether you choose to stay for just a couple of nights or longer, we equip all our spaces with everything you need to feel like you're at home. So, if you're traveling for business, pleasure, adventure, alone, with colleagues or family and friends we like to think we've got everything covered for your needs.

At TLC Stay we strive to make sure all our spaces are respectful to the local area and sustainable and kind to the planet. We use environmentally friendly and energy efficient products and refill cleaning materials to try and reduce packaging waste and harm to the planet.

We also often up-cycle art and decoration items which we find our guests love as it also creates a unique and snazzy look. Please feel free to visit: Upgrade to see actual info

DUTIES AND RESPONSIBILITIES
• Seek out and generate reservation sales opportunities.
• Convert in-bound enquiries into reservations by being proactive and following up enquiries to a conclusion.
• Promote, encourage and generate additional direct bookings from current and past guests through proactive calling, outbound communications and following up to a conclusion.
• Increase revenue by identifying and selling up-sell opportunities.
• Answer customer service emails and phone calls.
• Organise correspondence and answer emails.
• Stay updated on company offerings, pricing, promotions, and policies to provide accurate information.
• Data entry.
• CRM management.
• Deal with guest bookings, reservations, check in and check out.
• Ensure customer satisfaction and maintain professional customer support.
• Make sure that all guests’ needs and expectations are met throughout their stay.
• Operate booking system.
• Organise cleaning schedule and liaise with cleaners to ensure cleans are carried out when required and to a high standard.
Report, log and monitor on urgent maintenance and maintenance requests or suggestions via nominated reporting tool (Asana).
• Ensure visibility of properties across various online channels like Upgrade to see actual info and AirBnB.
• Assist in dealing with guest complaints in an effective and courteous manner, seek and provide solutions as quickly as possible
• Process guest payments.
• Respond and manage online reviews.
• Other ad hoc duties as and when required.

SYSTEMS AND TOOLS
Good to have experience with the following:
• Airbnb
• Eviivo
• Guest Talk
• JustCall
• PriceLabs
• Project management software (Asana, Trello etc.)
• Xero

QUALIFICATIONS
• Proven experience in sales, customer service, and / or hospitality preferred.
• Experience working in the UK serviced accommodation, travel, hospitality industries is a huge bonus.
• At least 1-year proven experience as a Virtual Assistant.
• Excellent written and verbal communication skills.
• Passion for delivering excellent customer service.
• Strong interpersonal skills and ability to build rapport with guests.
• Problem-solving skills and the ability to handle guests’ complaints and resolve issues effectively.
• Strong analytical and organisational skills with a keen attention to detail.
• Proficiency in using CRM systems, and other relevant tools.
• Proficiency in MS Office (MS Excel and MS PowerPoint, in particular).
• Proficiency with cloud-based platforms such as Google Docs, Google Sheets, Zoom, and other remote messaging apps.
• Excellent time management skills and the ability to prioritise work.
• Ability to work independently and collaboratively in a team environment.
• Ability to multitask, prioritise, and manage time effectively.
• Proactive attitude.
• Ability to work with minimum supervision.
• Able to work in the UK Timezone.

WORKING HOURS:
15–20 hours a week, between 08:00 AM – 8:00 PM UK Time

HOW TO APPLY
Send an email to Upgrade to see actual info with a message requesting access to the application form with, ”I’m Your TLC Expert" in the email subject line.