Reservations Specialist

Position: Reservations Specialist

Schedule: Full time (48 hours per week - Rotative)
Contract Type: Freelancer
Department: Sales
Location: 

About Us:

For over 15 years, Corporate Stays has been a trusted leader in providing exceptional temporary housing solutions in Canada and Panama. We specialize in premium, fully furnished residences tailored to the needs of professionals, families, and individuals in transition.

Our team offers a personalized approach, working closely with each client to find the ideal property in terms of size, location, amenities, and budget.

Each Corporate Stays property is thoughtfully designed by our sister company, Casa Suarez, and furnished to five-star standards, providing the comfort and convenience of a true home. With a network of over 10,000 apartments in hundreds of cities, we accommodate a wide range of needs, from business travel and employee relocations to insurance claims and long-term stays.

Globally, our team of over 60 passionate corporate housing specialists hand-picks and personally manages each property to ensure our guests have the best possible experience. As a full-service corporate housing provider, CorporateStays.com offers complimentary concierge services and worldwide guest support.

Job Description:

We believe that everyone has an important part to play in delivering excellent guest satisfaction!  As a Reservations Specialist you will work in collaboration with many different people within the organisation while actively communication with our providers. 

To ensure success as a reservation specialist, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image.

Responsibilities:

Tracking Customer Experiences:

• Respond to customer queries promptly and effectively across online and offline channels, via phone, live chat, and ticket systems using Aircall, Guesty, and Hubspot apps.
• Identify trends and opportunities for enhancing the overall guest experience
• Address any issues or concerns promptly and effectively.

Booking Cycle Management:

• Accompany guests through the entire booking cycle, offering support and guidance via phone, chat and email.
• Assess customer needs and recommend the best products and vacation options to meet those needs.

   Proactive Customer Engagement:

• Identify customer needs and proactively take steps to maintain positive guest experiences.
• Anticipate potential issues and provide solutions to ensure guest satisfaction.

Upsell Services for Enhanced Guest Experience:

• Proactively identify opportunities to enhance the guest experience by suggesting and upselling additional services, amenities, or experiences that align with their preferences and needs, ensuring that their stay is truly memorable.
• Share local information with guests to enrich their stay.
• Continuously assess and anticipate customer needs to enhance their experience.

KPI achievements:

• Consistently meet and exceed Key Performance Indicators (KPIs) established for the role.
• Collaboration with the team leads to feedback regarding strategies for continuous improvement in achieving KPIs.

Collaboration and Communication

• Collaborate closely with your team leader and other stakeholders to ensure alignment with organizational goals and strategies.
• Share insights, feedback, and data to improve reservation processes and enhance customer experiences.
• Ensure that issues are directed to the appropriate team while keeping the team lead informed of any escalated matters.
• Escalate customer issues and complex inquiries efficiently using company tools like CRM and HubSpot.
  
  

Requirements:

• Hospitality or corporate housing industry.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in GSuite, Hubspot, PMS platforms, and Basecamp.
• Exceptional interpersonal skills with a client-centered approach.
• Strong organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.
• C1 English level.
  

We’re looking for a personality, not a piece of paper. We want a special kind of person! Get in touch and show us what you’ve got!