Reservations Agent
Hastings Hotels is a family owned, luxury hotel group based in Northern Ireland.
We value our people. It's our people who provide the excellent experience we offer to all our guests. When we work together we can do amazing things.
We are seeking a reliable and enthusiastic person to become part of our talented Central Reservations Team location in Corporate Head Office.
Under the inspiring leadership of our Central Reservations Manager, Sarah Connolly, you will have the opportunity to work with our friendly team, develop your skills and enjoy the variety offered by a role in hospitality.
The successful candidate can expect to work 35 hours per week (excluding breaks), five shifts out seven including weekends.
Hours vary, but typical shift patterns include 8am - 4pm, 11am – 7pm and 12pm – 8pm.
The salary for this full-time position is £22,000 per annum.
We offer a range of benefits including free staff meals, employee discounts, 29 days holiday plus your birthday and opportunities for career progression and development. Find out more about our benefits here.
The company reserves the right to apply enhanced short-listing criteria.
To find out more about Hastings Hotels and what our company offers please visit https://www.hastingshotels.com/careers.html
Hastings Hotels is an Equal Opportunities Employer.
About the role
To be responsible for handling reservations enquiries and bookings to maximise revenue and occupancy, and to the complete satisfaction of the caller.
To handle reservations calls promptly, courteously and efficiently, ensuring that all bookings are entered correctly and completely on the system.
To ensure that caller concerns, complaints and difficulties are dealt with courteously and efficiently, taking action to resolve problems where possible, reporting unresolved issues to your Supervisor/Manager.
To process all reservations related correspondence, ensuring all special requests are actioned relevant personnel are informed as appropriate.
To complete daily, weekly and monthly administration to ensure effective maintenance of files and systems.
To prepare daily, weekly, monthly and ad hoc reports as required.
To actively sell and cross sell all hotels, ensuring all opportunities to increase sales are maximised.
To up-date 3rd party extranet sites, GDS and Hastings Hotels web-sites as and when required.
To work within our groups department to prepare for visitor groups, booking and following through to guests arrival at the hotel.
Dealing with special requests and rooming lists.
To maintain effective communication with Group Sales and hotels personnel, to maximise sales opportunities and ensure complete guest satisfaction.
To ensure all equipment and materials are used in correct manner and any problems are reported immediately.
To work effectively with colleagues to ensure a harmonious working environment where all employees are treated with respect and dignity.
To comply with all health, safety and hygiene policies and procedures.
Any other duties as required.
About You
We would love you to have previous reservations experience, but this is not essential as our Team will provide you with full training.
What you will need
Required criteria
- GCSE level standard with minimum GCSE grade C passes in English & Maths or equivalent
- Proficient computer literacy to include MS Office, Excel and Outlook
- Excellent planning, organising and prioritising skill
- High standard of attention to detail
- Ability to work under pressure within a team
- Excellent verbal communication skills
- Previous admin experience
- Previous customer service experience gained in a customer centric environment
Desired criteria
- Previous experience working in a hotel environment
- Previous reservations experience
- Previous telephony experience gained within a customer service contact centre environment
Professional skills you’ll need for this job opportunity
Customer Relationship Management
Customer Service Telephony
Ability to Identify and Anticipate needs
Microsoft Office Suite
Hastings Hotels
Hastings Hotels owns and operates six hotels in Northern Ireland, with over 1,000 bedrooms, one stand-alone grill bar/restaurant and a luxury spa. From city centre buzz to seaside resort, each outlet has a distinctive personality and market positioning. Over 50 years this family owned business has successfully earned its identity and in a crowded market place because we place quality at the heart of what we do. Quality in the design of our properties and their upkeep. Quality in the local sourcing of the food and drink we offer our guests. And quality in our people, people with personality, attention to detail, and a desire to develop their careers with us.
Our guests remember small details. The open fires in the front hall. The supremely comfy beds. The fabulous breakfast... and the interactions they had with our staff. It is more important that you have the correct behaviours and attitude than every last qualification... we can help you attain that. We place great attention on recruitment, induction, and integrating you into your department, your hotel, and the Group. We want you to think about how you want to develop your career with us, and we promise to do what we can to help you on that journey. As a result, we are proud to have some of the best staff retention levels in the hospitality industry.
Our benefits
We offer a range of benefits including free staff meals, cash and credit card tips, employee discounts, 29 days holiday plus your birthday and opportunities for career progression and development.