Reservations & Sales Coordinator

Department: Vertus________________Company: Vertus Residential Management Limited________Reporting to: Sales Manager________Job Summary

We’re looking for a Reservations and Sales Coordinator to join our dynamic team at 3 and 15 West Lane with 378 serviced apartments across two buildings in Canary Wharf’s Private Estate.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 closely with the Sales and 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. You will also be a crucial part of setting up processes, doing market research and proactively seeking out revenue opportunities alongside the Sales Manager.As part of a brand new property you will have a unique opportunity to grow within the role and be involved in shaping the direction of the reservations function.Annual Salary: £35,000Main 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.Manage 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.Prepare 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 brand standard for all reservations and actively challenge deviation.To maximise conversion of bookings by applying the conversion techniques and phone standards.Conduct viewings of the Studios for potential clients.Deal with guests and bookers in a professional and timely manner.Support Sales Manager with RFPs and show-arounds as required.Setup system templates and SOPs.Work alongside Revenue Manager to ensure all reservations functions are done daily/weekly and monthly.Work closely with the reception and operations teams for the implementation of Reservations procedures and optimal guest journey.Health, Safety and Welfare 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 and Safety responsibilities are set out in the Health and Safety Policy in the Administrative Rules and Procedures, and the Health, Safety and Welfare Manual.Environmental Responsibilities

All staff are required to follow the Canary Wharf Group plc (CWG) Environmental Policies for minimisation of waste and effective energy management as defined in the CWG Environmental Manual and associated documents.Quality Management Responsibilities

All staff are required to comply with CWG Quality Management System requirements detailed within the Company Quality Manual and Policies, and to ensure that all Procedures; Plans and Forms within SharePoint are effectively implemented to meet the ISO 9001 Quality Management Standard.Person Specification

Proven experience in hotel reservations, preferably in the aparthotel sector.Knowledge of property management systems (PMS; MEWS desirable) however full training will be provided along with ongoing MEWS training resources.Strong organisational skills with attention to detail.Ability to work effectively under pressure and handle multiple tasks.Proficient English level with 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.Strong selling skills with understanding of Reservation and Groups bookings and processes.Be able to competently manage all aspects of Reservation and Groups enquiries.Be a proactive team player who easily connects with others.Right to work in the UK required.ESG and Quality/Company Values

Environmental, Social and Governance responsibilities: Recognising the centrality of ESG principles, staff should understand and adopt this strategy into their roles, including minimising waste and supporting community initiatives.Quality Management: In line with ISO 9001, comply with system requirements and ensure effective implementation of Procedures, Plans, and Forms within EDMS to meet quality standards.What We Offer

Diversity and Inclusion: We are committed to an inclusive environment where everyone can reach their full potential.Flexible Working: We consider flexible working arrangements where possible.Learning and Development: We offer training, mentoring, and development opportunities, including accreditations and sponsorships to support career growth.Other Benefits: Pension, insurance plans, health benefits, gym membership discounts, and family leave, among others.If you are interested in joining our team, please apply online through the form on this page. Early applications are encouraged as we reserve the right to appoint at any ..... full job details .....