Accommodation Booking Assistant

The Role

Working in a small team, you will place overnight accommodation for our customers using existing allocations, as well as sourcing and booking ad hoc accommodation. You will maintain numerous relationships with accommodation suppliers and assist with the smooth running of our customers’ overnight experience, including customer queries around room details pre-tour, and on-tour questions / issues involving Accommodation.

Job type 

Full Time, Permanent

37.5 hours per week, 5 days a week over 7 days, shift pattern from 8.00am until 4pm, 10am – 6pm with a late shift from 12pm – 8pm on a rota basis 

The Responsibilities  

· Maintain and update our internal supplier database with room reservations for multi-day tours

· Work with all other departments to ensure all products are accurately loaded on to our systems

· Monitor performance and modify plans where appropriate to keep pace with changing business priorities

· Contribute to, and update reports on KPIs, progress etc

· Maintain a high degree of focus and attention to detail when dealing with bookings and enquiries

· Work as part of a team, dealing with tours where there is a high volume of bookings to process

· Work closely with other departments to answer any questions or solve any issues with tours, including over evenings (until 8pm)

· Deliver excellent customer service over the telephone and via email to answer questions, provide tour information, or solve any issues which may arise whilst on tour

· Understand our supplier network and gain awareness of allocation spreadsheet maintenance (where necessary)

· Maintain a positive, empathetic, and professional attitude toward customers and staff at all times

 Key Skills and Experience

Essential   

· Deliver exceptional customer experience with a view to always exceeding customers’ expectations

· Meticulous attention to detail 

· Be a great communicator and enjoy working with accommodation providers and other key partners 

· A passion for meeting deadlines and prioritising your time 

· Enjoy working as part of a team but with the confidence to work alone to solve any problems 

· Good computer skills and knowledge of Microsoft systems, Word, Excel etc

· Good geographical knowledge of the UK and Ireland 

· The ability to work well under pressure and manage multiple tasks effectively 

· Good phone manner and written communication