Night Reservations Executive

Night Reservations Executive

Location: City (EC1R) , City View map Salary: 25,000 plus Bonus OTE 30.000 Date posted: 01/04/2012 16:03 Job type:Permanent Company: One Fine Stay Contact: Roseanne Varley Ref: Totaljobs Job ID: 53237210

onefinestay gives you the chance to stay in someones place while theyre out of town. You get to live someone elses life for a few days or nights, see what theyd see and, if you like, do what theyd do.

onefinestay is a fast-growing London-based start-up, rapidly creating a new category of urban accommodation. A highly innovative idea, onefinestay takes distinctive homes which are available at certain times of the year, and transforms these unique homes into accommodation suitable for paying guests while their owners are out of town.

onefinestay deals with all the hassle traditionally associated with letting a flat for a short period of time: the professional photography, marketing, payment handling, cleaning, meeting & greeting the guest and any guest issues that arise during the stay. We provide the owner of the home (our hosts) with an additional source of income without friction or complexity.

Weve received universal acclaim already. Weve won Best Hospitality Start up at the Europas in 2011 and the Caterer and Hotelkeeper gave us best website in the same year.

The Role

onefinestay is a global business, which means that we need to have a reservations team who can field enquiries from Hong Kong to San Francisco at all hours of the day. We about to become a truly 24 hour operation and need more Night Reservations Executives as we build the Reservations family.

The challenges that youll face are going to be varied. Perhaps an Australian family want to make an

urgent last-minute booking, or maybe a curious New Yorker wants to find out what options are available to him. Whatever the enquiry, whatever the time of night we need a teamon duty to advise on the best home away from home for families, couples and corporate guests.

One minute youll get a call from Hong Kong, the next an email from Canada whilst you are taking part in a web chat with a South African. You must be comfortable dealing with guests from different cultures in a professional manner and know how to make them all feel special whilst responding to their booking as quickly as possible.

The role is certainly intense at times, but its also fun, challenging and youll be part of a great team who will support and motivate you whilst trusting you to use your own initiative and allowing you to hit the ground running from day (or night!) one.

This role will involve working night shifts. The structure will be four nights on, three nights off (10pm to 8am ) during the week and some weekends.

Role Activities

Answering phone and email enquiries which all require an individual response.

Booking guests into the right onefinestay home for their particular requirements.

Liaising with other teams in the business to ensure every booking runs smoothly.

Talking to our members: these are their homes and you will have to communicate with them and be sensitive to their requests as well.

Processing payments, cancellations and refunds.

Desired Experience & Skills

Theres a lot of talking, to a lot of different people. So youll need to like it, and be good at it.

A confident, reassuring and charming phone manner, and ability to build rapport with people quickly and effectively.

Excellent written communication skills. Your emails will have to be friendly, helpful and precise.

A good knowledge of London, and an interest in discovering the city and being able to talk con fidently and inspirationally about it with people who may know very little about the place.

A good degree is welcome, but not essential. So long as you have strong writing skills, charm, confidence, and empathy are more important that pure academic prowess.

Basic, but accurate, maths skills. Alarm bells need to start ringing in your head if something is wrong as we cannot misquote. Ever.

Some customer service or sales experience would be a plus.

Candidate Profile

Youll need to really care about people, not just because you love onefinestay, but because youre interested in our guests and have a strong ability to empathise with them.

Excellent customer service skills.

A quick learner.

Comfortable working in a team.

Great attention to detail.

Able to thrive in a high pressure environment