Reservations Specialist

Reservations Specialist

Welcome to The Usual, the design hotel and F&B hotspot you’ve been waiting for. Our incredible design hotel offers more than just accommodation. It provides a warm and inviting atmosphere where guests are treated like friends. Would you like to ensure that every guest leaves full of positive energy? Join us in making more conscious travel The Usual.

You are responsible for creating welcoming and unforgettable experiences for our guests remotely, centrally based in our office in Amsterdam. Looking after our guests remotely is something that you will do best.

At The Usual, we believe travel can be a force for good. We're not interested in hospitality for hospitality's sake. We want to create places that have a positive impact on people, communities and the environment, while building a successful and sustainable business.

Our culture is built on taking ownership, collaboration and continuous improvement. We own it, we care deeply and we stay curious together. We challenge ourselves to think differently, move fast and create experiences that matter.

You will play a crucial role in ensuring our guests receive top-notch service throughout the pre-stay and post-stay guest journey. You will be responsible for handling incoming reservations, group reservations and providing personalized solutions to meet the needs of our guests. This position requires exceptional communication skills, attention to detail, and a commitment to delivering outstanding customer service. Looking after our guests remotely is something that you will do best.

Responsibilities, among other things, include:

• Handle incoming reservation requests via phone, email, and live chat(s).
• Support the guests with general enquiries, issues and special requests.
• Manage reservations accurately, ensuring clear instructions and data integrity.
• Group reservations including quoting, contracting and payments.
• Ensure correct accounting instructions are in place for all guest reservations.
• Support the revenue strategy and enhance the guests stay with upgrades and upsells.
• Assist revenue department by monitoring demand, conversions and special events.
• Strive to achieve and exceed KPIs related to guest satisfaction.
• Collaborate with other departments, such as revenue, hotel operations, IT and more, to contribute to our feedback loop and aim to continuously improve and do better.

With a genuine and friendly nature, you effortlessly build connections with others. As a team player, you thrive in an environment of open communication and honest feedback. You are also driven by a passion for sustainability. In your work, you enjoy a wide range of tasks and with your time management skills you ensure that everything is handled. Next to this, the following requirements apply:

• A positive and proactive attitude, with a passion for delivering outstanding experiences.
• A team player with the ability to work in a team and collaborate with hotelteam and office stakeholders.
• A high level of organizational skills, time-management and attention to detail.
• Strong problem-solving abilities, able to provide quick and effective solutions.
• Strong IT skills. Familiarity with PMS (Apaleo) and OTA extranets is a plus.
• Previous experience in customer service or a reservation-related role (hospitality industry preferred).
• Excellent verbal and written communication skills in English & Dutch (French or Italian is a plus).
• Must have a heart for sustainability and a shared vision to change travel for good.
• You are legally allowed to work in The Netherlands.
• Fulltime available (40 hours per week).Occassionally, you will work during the weekends.

• Monthly salary between €2500 - €2700 gross…