Department: Vertus ______________ Company: Vertus Residential Management Limited ______________ Reporting to: Sales Manager Our Culture and Values: Working at Canary Wharf Group means working for a forward thinking, collaborative team. We hire staff who strive to make a difference and achieve the highest standards. Everyone is empowered to make a difference and our ethos encourages everyone to think like an owner. Our business puts our customers and people at the heart of everything, we work to meet their needs and exceed expectations. Our mission is to empower our people, engage our communities and create sustainable places. Our values help us achieve exceptional results: Excellenc e: Commit to achieving the best with integrity Collaboration: Make use of our vast experience and knowledge to work effectively together Engagement: Develop our people, our communities, our stakeholders and our suitable environment and be exceptional while respecting others Ownership: Take responsibility and pride in what we deliver. Everyone has the opportunity to make a difference. Innovation: Embrace change and encourage innovation Job Summary: The moment guests step into our Vertus Edit Aparthotel, they walk into a genuinely memorable experience. In this role, you will start our guests' journey with us, often having one of the first interactions they will have when making their choice to stay in the area. You will anticipate every detail to ensure a friction-free experience, ensuring all details taken are correct and accurate and shared across other departments when needed. You will respond to guest calls, emails, and enquiries for room reservations, groups, and general information, taking reservations from the enquiry to the confirmation stage. You will work with the Sales & Revenue Managers to maximise revenue, also ensuring all data, reporting and systems are up to date. You will build strong relationships with repeat customers, and support in ensuring we are their preferred aparthotel choice. Annual Salary: £35,000 Closing Date: 25th December 2024 Main Responsibilities: Main Responsibilities: Respond to guest enquiries and reservation requests via phone, email, and online platforms, providing accurate information and personalised assistance. Ensure all incoming enquiries are dealt with on the same day where possible, or within a maximum of 24 hours. Process and confirm bookings efficiently using the hotel’s PMS system, ensuring all guest details and special requests are recorded accurately. Upsell rooms, and hotel amenities to maximize revenue and enhance the guest experience. Maintain an up-to-date knowledge of studio categories, packages, and promotions to provide relevant information and suggestions to guests. Managing Group bookings, from the quote stage until handover to the Front of House Team. Upload/enter rooming lists and ensure that details and changes are correctly updated. Ensure that payments are collected in a timely manner and that final bills are reconciled and issued. Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group. Ensure that commissions are accrued and communicated to the finance department, and reconcile Corporate accounts. Ensure that the Corporate negotiated rates are updated and accurate in the reservation system, in alignment with policies and promotions. To ensure that the department provides a high level of customer service and meets the Aparthotel brands standard for all reservations and actively challenge deviation. To maximise conversion of bookings by applying the conversion techniques and phone standards. Support Sales Manager in Corporate Transient RFPS. Deal with guests and bookers in a professional and timely manner. Health and Safety Responsibilities All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules & Procedures, and the Health Safety & Welfare Manual. Environmental Responsibilities All staff are required to follow the CWG environmental policies for minimisation of waste and effective energy management as defined in the CWG Environmental Manual and Company Environmental Plans. Quality Management Responsibilities All staff are required to comply with the CWG ISO9001 certified Quality Management System and the requirements detailed within Company Quality Manual, Policies and Procedures. What We Require of You: Proven experience in hotel reservations, preferably in the aparthotel sector. Knowledge of reservation systems (Mews or others) as well as Cvent etc. is required. Strong organisational skills with attention to detail. Ability to work effectively under pressure and handle multiple tasks. Proficient English level, and exceptional communication skills, both verbal and written. Experience in Group booking management and contract preparation is an advantage. Proficient in Microsoft Office Suite or similar tools. Have strong selling skills and an understanding of Reservation and Groups bookings and processes. Be able to competently manage all aspects of Reservation and Groups enquiries. Be a pro-active team player who easily connects with others. Right to work in the UK required. What We Offer: Diversity and Inclusion: We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential. Flexible Working: As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent. Learning and Development: At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth. Other Benefits: We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs. If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any point.