Reservations Specialist

The Usual Hotels; Amsterdam; Hybrid; EUR 28,000 - 30,000; Full time

Benefits offered by this job

Hybrid working model

Pension contribution

25 holidays

Personal development

Travel allowance

Coaching & mentoring

Employee discounts

Volunteer time off

Job summary

The Usual is seeking a Reservations Specialist to manage guest reservations remotely, based in Amsterdam. You will handle inquiries via phone, email and live chat, coordinate group bookings, and provide personalized solutions to ensure exceptional guest experiences.

Fluent English and Dutch, strong data accuracy and a collaborative mindset are essential. This role offers a hybrid schedule, with in-office days in Amsterdam and weekend coverage as needed.

Qualifications

• Experience in hospitality or reservations is preferred.
• Excellent verbal and written communication in English and Dutch.
• Strong problem-solving and data-entry accuracy.

Responsibilities

• Handle incoming reservation requests via phone, email and live chat.
• Assist guests with general enquiries, issues and special requests.
• Manage reservations with accurate data and clear instructions.
• Process group reservations including quotes, contracts and payments.
• Ensure correct accounting instructions for all reservations.
• Support revenue strategy with upgrades and upsells.
• Monitor demand, conversions and events to aid revenue.
• Strive to achieve KPIs related to guest satisfaction.
• Collaborate with departments to improve guest experience.

Skills

Customer service

Bilingual English Dutch

Time management

Attention to detail

Team player

Sustainability mindset

Tools

PMS Apaleo

OTA extranets

Job description

Join us as 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.

Be you with us

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.

The role

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.

What You'll Bring To The Table

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.

What's in it for you?

• Monthly salary between €2500 - €2700 gross based on a fulltime (40 hours) workweek.
• 25 holidays to relax and unwind throughout the year.
• Personal Alleo monthly budget (€40 to be used for fun-stuff: shopping, entertainment, education, well-being and more).
• Hybrid working model with 3 in-office days per week.
• Pension contribution to take care of your old days.
• Personal development opportunities.
• The opportunity to join an innovative, international hospitality group that’s committed to not just building new hotels but building a brand.
• Are you fond of your coworkers and enjoy spending time with them? Join us for get-togethers, which include food and beverages, to further strengthen those connections.
• Travel allowance for commuting.
• Personal coaching based on (y)our goals, development and ambition.
• Discount for you and family while enjoying time off (relax, eat, sleep, meet, and play) in our hotels.
• The chance to have your own impact on our narrative of our organization.
• Extra time off to volunteer with our charities.

How We Work

We are proud to be an equal opportunity workplace. We strive to be open, honest, and inclusive, and we believe that these values are essential for everyone to be their best selves. We don't believe in a one‑size‑fits‑all approach - we want to hear about your passions and help you build a career that fits your needs! There is freedom for growth, change, and defining our culture together.

Contact information

Do you have questions? Please don’t hesitate to reach out, we can’t wait to meet you! You can reach out to our People & Culture department on [e-mail].