Reservations Specialist

Position: Reservations Specialist

Department: Sales

Work Arrangement: Remote

Employment Type: Freelance/Full time (48 hours per week - Rotative)

About Us:

Corporate Stays, a leader in temporary housing solutions in Canada for over 15 years, offers premium fully furnished residences tailored to the needs of professionals, families, and individuals in transition. Our dedicated team collaborates with each guest to find the ideal match in terms of size, location, amenities, and budget.

Every Corporate Stays suite, meticulously designed by Casa Suarez, meets a five-star standard, providing a homely atmosphere. With a network of over 10,000 suites in numerous cities, we cater to various needs like business travel, employee relocation, insurance claims, or extended stays.

Discover a place that combines comfort with convenience, making temporary feel like home. Experience the Corporate Stays difference, where a team of over sixty corporate housing specialists and partners worldwide hand-pick and manage each property to ensure top-notch service. As a full-service corporate housing provider, CorporateStays.com offers guests complimentary concierge services and global guest support for the perfect home away from home.

Job Description:

At Corporate Stays, we believe in the significant role every individual plays in ensuring excellent guest satisfaction. As a Reservations Specialist, you will collaborate with various teams within the organization and maintain active communication with our providers.

To excel in this role, you should possess comprehensive knowledge of customer engagement channels and relevant industry experience. An exceptional customer experience specialist creates positive customer relationships and upholds a favorable brand image.

Responsibilities:

Customer Experience Tracking:

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

Booking Cycle Management:

• Guide guests through the entire booking cycle, providing support and guidance via phone, chat, and email.
• Assess customer needs and recommend the best products and vacation options.

Proactive Customer Engagement:

• Recognize customer needs and take proactive steps to maintain positive guest experiences.
• Anticipate potential issues and offer solutions to ensure guest satisfaction.

Upselling for Enhanced Guest Experience:

• Identify opportunities to enhance the guest experience by suggesting and upselling additional services that align with their preferences and needs.
• Share local information with guests to enrich their stay.
• Consistently assess and anticipate customer needs to enhance their experience.

KPI Achievements:

• Consistently meet and exceed Key Performance Indicators (KPIs) established for the role.
• Collaborate with team leads for continuous improvement towards achieving KPIs.

Collaboration and Communication:

• Collaborate closely with team leaders and stakeholders to align with organizational goals and strategies.
• Share insights, feedback, and data to enhance reservation processes and customer experiences.
• Direct issues to the appropriate teams and keep team leads informed of escalated matters.
• Efficiently escalate customer issues and complex inquiries using company tools like CRM and HubSpot.

Requirements:

• Experience in hospitality or corporate housing industry.
• Proficiency in online customer engagement platforms and channels.
• Knowledge of GSuite, Hubspot, Social media platforms, and Basecamp.
• Excellent interpersonal skills with a client-centered approach.
• Strong organizational and time management abilities.
• Effective communication, collaboration, and problem-solving skills.
• Proficiency in written and spoken English at C1 level, C2 preferred.
• Desirable proficiency in spoken and written French.

We value individuals over qualifications. We are looking for someone special! Reach out and impress us with your skills!

Job Type: Full-time

Compensation: Rs55,865.00 - Rs111,731.00 per month

Application Question(s):

• Are you available to work between 7 am and 9 pm Montreal time? (8 consecutive hours shift)
• If you have a professional profile, please provide the link.