The posting
Are you a hands-on leader who knows how to develop a team, create structure and turn enquiries into brilliant guest experiences and confirmed bookings? Then keep reading!
Zoku provides a home for business travellers who want to live in a city for a few days or even a few months. We’re a new type of business hotel offering a relaxed place to live, work and socialise – while connecting residents with the local scene. Join an international team of driven, proactive and fun-loving Zokus who share a passion for connecting people across the globe.
TELL ME MORE
As our Reservations Manager, you will lead our central Reservations team and take ownership of the reservation journey across all four Zoku locations.
For many residents and bookers, Reservations is their very first contact with Zoku. You will ensure that the warm, genuine and unmistakably Zoku welcome guests experience in our spaces begins with their very first call or email.
You will create the structure, standards and working environment that enable the team to provide excellent service while achieving strong commercial results. You will develop the team, improve processes and ensure that individual and group enquiries are handled quickly, accurately and with the distinctive Zoku touch.
You will work from our Support Office in Amsterdam, report to the Director Commercial and collaborate closely with Revenue, Sales, Meetings & Events, Marketing and our operational teams.
WHAT WILL YOU DO?
No day looks the same as a Reservations Manager, but here’s a glimpse of what you can expect:
Lead and develop the team
Lead, coach and support a team of eight Reservations team members. Set clear expectations and goals, hold regular check-ins and provide continuous feedback to help the team grow and perform at its best.
Create a memorable first impression
Make sure every resident, booker and partner receives a warm, genuine and personal welcome from their very first interaction with Zoku. Set clear communication standards across telephone, email and other guest communication channels.
Drive performance and conversion
Monitor performance through clear KPIs, including response times, conversion, call handling, upselling and service quality. Identify opportunities and take action to improve both commercial results and the guest experience.
Own the reservations operation
Ensure that individual and group reservations are handled accurately, efficiently and consistently across all Zoku locations. Manage priorities, create clear ways of working and step into the daily operation when additional support is needed.
Turn group enquiries into business
Own the group reservations process and directly manage the Groups & Events Coordinator. Ensure enquiries are properly qualified, followed up and converted, with accurate information in the PMS and clear handovers to Sales, Meetings & Events and Operations.
Collaborate across the business
Work closely with Revenue Management on occupancy, rates, availability and booking trends, and with Sales on qualified leads, corporate accounts and partner relationships. Share relevant insights and ensure smooth handovers between Reservations and the wider business.
Improve processes, systems and knowledge
Own and continuously improve the procedures, standards and systems used within Reservations. Ensure the team uses the PMS, GDS, OTA platforms and other reservation tools correctly and consistently.
Create structured onboarding and ongoing training covering systems, procedures, commercial awareness and customer service.
WHAT’S IN IT FOR YOU?
- A salary starting from €3,300 gross per month, based on your experience and know-how.
- A full-time position of 40 hours per week, based at our Support Office in Amsterdam.
- A hybrid working policy that allows you to work from home up to two days per week.
- Cool benefits, including a free after-work drink, various discounts and friends-and-family rates at all Zoku locations.
- An international and purpose-driven company with colleagues from across the globe.
- On-the-job development opportunities and regular events to celebrate achievements and milestones.
- A personal Swapfiets or travel allowance for commutes of more than 1 km.
WE LOVE PEOPLE WHO
- Are warm, approachable and empathetic, while being clear about expectations and accountability.
- Know how to lead, coach and develop an operational team.
- Combine an excellent service mindset with commercial awareness.
- Create structure and maintain an overview in a fast-moving environment.
- Take ownership and proactively identify opportunities for improvement.
- Enjoy working across departments and bringing different stakeholders together.
- Are tech-savvy and always look for ways to work smarter and more efficiently.
- Have experience working in an international environment.
A FEW MUST-HAVES
- You have at least three years of experience within Reservations, Customer Service or a comparable operational department, including team leadership responsibilities.
- You have experience with reservation systems, a Property Management System, GDS platforms and OTAs.
- You understand the reservation journey for both individual and group bookings.
- You are confident working with performance targets and operational KPIs.
- You are fluent in English. Dutch or another European language is a plus.
- You are an EU resident or have a valid Dutch working permit.
- You are based in or willing to commute to Amsterdam.
- You are flexible when the operation requires additional support.
- You are available to work full-time.
