Reservation Sales Specialist
3 days ago
London
About Domus Stay At Domus Stay, we bring together the best of the capital’s design-led homes with dedicated concierge and guest services. To curate the most memorable stays, we connect people on the same wavelength: homeowners with properties that look and feel good, and switched-on guests who appreciate considered design. We’re committed to shaping exceptional experiences – for our guests, homeowners and employees – and this hasn’t gone unnoticed. As of 2025, we’ve received gold-rated accreditation by Quality in Tourism for the third year running. We’re also the first short stay brand to be awarded the Butterfly Mark for sustainability: a mark of the uncompromising standards we set for both people and planet. Purpose of the role To guide the guest from enquiry to stay, and to create a truly outstanding guest experience You are responsible for • Converting enquiries into bookings through effective, relationship-based sales and negotiation skills, • Managing enquiries, quotes and deals through HubSpot CRM, ensuring relevant data and information is captured, deal flow is tracked, updated and progressed in line with our standards, • Present tailored quotes that reflect guests’ requirements and the unique value of our portfolio, • Owning the accurate handover of all elements of the booking to the Operations team, ensuring guest preferences and requests are clearly communicated, maximising the opportunity for concierge up sells, and that requirements and special requests are clearly documented and communicated, • Owning all elements of our monthly sales reporting, • Building genuine relationships with guests and notable booking agents, through timely, respectful and accurate communication, • Respecting the privacy and security of the guest and their data at all times, • Building a thorough knowledge of our portfolio and localities; you are empowered to find out more as required Your key tasks Key tasks include, but are not limited to: • Responding to and following up on all reservation enquiries, either by email or over the telephone. Preparing accurate proposals via HubSpot, • Ensuring HubSpot’s CRM tools are being utilised to capture reports and dashboards to support monthly sales reporting, as well as your pipeline management and performance tracking, • Close collaboration with fellow Reservations Specialists and Property team, liaising on rate, availability, negotiations and bookings status, • Develop an in-depth understanding of our portfolio and the local areas and conduct property viewings Creative collaboration with Marketing to identify engagement opportunities and patterns within our data to improve conversion and Homeowner retention, • Ensuring that homeowner and guest confirmations are accurate, capture all requests, and are sent in a timely manner, • Accurate logging of guest & owner profiles, all enquiries and reservations in the PMS system (ResHarmonics), in line with entry standards, • Accurate upkeep of property information and availability in ResHarmonics, in line with entry standards, • Managing payments and deposits, ensuring that guest data is stored securely and accurately., • Processing ID reference checks, • Working together with the Operations team in a timely handover of confirmed bookings. Where required, assist in coordinating all guest requests, which might include car transfers, grocery shopping, excursions, baby-sitting, restaurant reservations etc., • Weekly and monthly enquiry reporting, which could include data on contacts, income, revenues, volumes, conversion, occupancies, rates, lead times, and lost booking information, • Handling and logging guest complaints, aiming to resolve where possible, or escalate immediately, • From time to time, you may also be required to support in welcoming the guests, and/or liaising with property owners You will report to Charlotte Howard, Head of Sales & BD Max Slaght, Founder How you will be measured • Booking conversion – from enquiry to confirmed booking, • Booked revenue & incremental guest spend, • Demonstrating our company values You You demonstrate our values of Excellence, Passion, Integrity & Care by: • You are a natural at establishing authentic customer relationships. You take genuine care in matching the right guest to the right property, • You have a personal network of agents and finders, driving new opportunities, • Taking pride in accuracy and attention to detail. You are results driven, tenacious and responsible, • Displaying a can-do, entrepreneurial attitude. You smile, and you listen with empathy, • You show curiosity and eagerness to learn, • You treat guests, owners, colleagues and suppliers with kindness, respect and discretion, • You are friendly, warm and genuine Your skills • Minimum 7 years of sales experience, • Proven track record of achieving sales targets and using sales CRM systems, • Strong customer service experience (luxury preferred); ideally to include sales or reservations, • Excellent written and verbal communication skills, • Experienced in managing multiple tasks, priorities and deadlines, • Computer-literate; confident with using multiple systems, • Excel proficiency an advantage Why join the team? • Competitive salary plus target based bonus structure, • A culture that encourages inclusion and diversity, • A personal pension scheme, 21 days annual leave plus public holidays and your birthday off, • Various benefits including private healthcare