Group Reservations Advisor

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 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.

• 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.

Help us make a difference. Because where you go changes who you become. YHA (England & Wales) is a leading UK charity for young people. We transform young lives forever through travel and real adventure. Whatever role you do with YHA (England & Wales) and wherever you are based, you'll make a positive difference to the lives of young people who need our support. Our teams are based across England and Wales - in our hostels, at our National Office in Matlock, Derbyshire, or in remote/hybrid roles anywhere in the UK. Working for a charity like YHA (England & Wales) could see you greeting guests in the centre of London, running activities for schools in the Lake District or making beds in a 800-year-old castle. You could be planning our fundraising events, managing our properties, handling our finances or helping to shape the direction of YHA's future. Working at YHA (England & Wales) is rewarding in lots of ways and what you do here really counts. That is why we offer our employees many great benefits. Looking for additional training or professional development? Wondering about what perks you can look forward to at YHA (England & Wales)? You're in the right place to find out all about our benefits.

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 £22,700 per annum (this role is fixed, 37.5 hours per week, permanent 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.