Please Note: This role is only open to current employees of YHA England and Wales at this time.
Group Reservations Advisor (Fixed Term Until 31/05/2026)
Rate of Pay: £24,220
National Office based - Hybrid working
Our Group Reservations Team is the first point of contact for YHA group customers. Responsible for providing an exceptional service to our Groups customers, you will be required to work independently as well as part of a team. Taking a wide range of calls, from initial enquiry and quotation as well as following up to confirmation of booking and payment. Your role will support YHA in achieving our charitable objectives by meeting revenue targets and providing our customers with an exceptional service.
Our Group Reservations team have taken a hybrid working approach with flexibility to work between our national office based at Matlock, DE4 3YH and home working. We offer a truly flexible approach and are happy to discuss your preferred working pattern.
What can YHA offer you?
YHA is somewhere a little different, certainly not your average office. YHA offers a fantastic benefits package including:
* We pay £24,220 per annum (this role is fixed, 37.5 hours per week, fixed term contract).
* You will get 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.
There’s lots more benefits to working for YHA so please visit our YHA Jobs website to find out more.
What will you be doing as a Group Reservations Advisor?
Our Group Reservations Advisors receive predominantly, incoming calls from our Groups customer base, with the expectation that outbound calls will be required to follow up with customers on any additional needs or stays that they may want to discuss.
We provide great customer service by both email, phone, and a web chat function, so you would need to be able to build rapport in a variety of ways, so a friendly and personable manner is required.
Our customers will contact us, and your role will be to match their requirements with suitable products to meet the customer needs and place their bookings. It is important to maintain long-term relationships with our groups and this will ensure our sales targets are achieved.
What Skills and Experience do you need to be a Group Reservations Advisor?
Essential
* Good numeracy and literacy skills (with a particular focus on written communication) and the ability to process information accurately.
* Excellent IT skills - it would be advantageous to have previous experience of Microsoft Outlook, Excel, Word, and Teams (as these are all used in the role). We also operate a reservations system so previous experience of reservations would be of benefit.
* Able to build rapport with customers and colleagues through different communications styles such as email and telephone.
Desirable
* Experience of working as part of a team, working well with others, and building working relationships quickly as well as being able to work well independently.
* Proven ability of managing varying pressures and handling difficult situations.
* Experience working in a sales environment or within a call centre environment.
* Knowledge of YHA and its customer base would be advantageous, but not essential.
We will require flexibility to work as required to cover telephone opening hours, this may include occasional Saturdays and Bank Holidays. Our current office opening hours are 9am to 5.30pm.