Group Booking Advisor (Hospitality)

TL;DR

Group Booking Advisor (Hospitality): Managing group reservations and customer support for hostel stays with an accent on administrative accuracy and financial processes. Focus on resolving complex booking amendments, managing debt collection, and enhancing the group customer journey.

Location: Hybrid - Must be able to work 2 days per week at the Head Office (DE4 3YH, UK)

Salary: £25,200 per annum

Company

hirify.global is a social enterprise and charity dedicated to enriching lives, especially for young people, through accessible hostel stays and outdoor adventures across the UK.

What you will do

• Deliver high-quality customer service to group customers via phone and email, encouraging repeat bookings.
• Manage the end-to-end group booking process, including amendments, cancellations, and pre-stay support.
• Handle financial administration, including invoicing, payment collection, and debt management.
• Promote hirify.global products and services to maximize revenue opportunities and enhance customer experience.
• Maintain accurate records and ensure full compliance with internal systems, policies, and service standards.
• Analyze customer feedback and identify trends to support continuous improvement within the team.

Requirements

• Strong numeracy and literacy skills with the ability to manage data confidently and accurately.
• Proficiency in Microsoft Office and experience working with CRM or booking systems.
• Excellent verbal and written communication skills with a professional and friendly telephone manner.
• Proven track record of delivering high-quality customer service and resolving challenging situations calmly.
• Ability to manage competing priorities and handle workload pressure during peak demand periods.
• Must be based in or able to commute to the National Office (DE4 3YH) for 2 days per week.

Nice to have

• Experience working in a contact center or customer-focused environment.
• Prior knowledge of hirify.global operations or experience dealing with group customers.
• Experience working towards specific targets and deadlines.
• Previous experience in team leadership roles.

Culture & Benefits

• 10 nights of free hostel stays per year for the employee and up to 3 guests.
• Annual free hirify.global Membership.
• Access to a dedicated staff discount and cashback portal.
• Employee Assistance Program for well-being support.
• Inclusive environment that values lived experience and offers robust induction and ongoing training.

Hiring process

• Application via CV and a completed application form.
• Review by the hiring manager and shortlisting.
• Shortlisted candidates will be contacted for further assessment.