Switchboard Agent- Full Time (Permanent)
We have an exciting opportunity at Hastings Hotels Head Office.
This is an excellent opportunity for the right candidate to gain valuable experience in a fast paced and busy department.
We are looking for a Switchboard Agent who can reflect our passionate commitment to excellent customer service. Joining a highly skilled and respected team, you will be responsible for answering and processing calls through central Switchboard at Hastings Corporate Head Office.
Key Duties Include:
Handling external and internal calls promptly, courteously and efficiently, taking and forwarding messages as required.Ensuring that caller concerns, complaints and difficulties are dealt with courteously and efficiently. Taking action to resolve issues where possible and reporting unresolved issues to your supervisor/manager.Ensuring all caller enquiries are handled efficiently and effectively.Completion of daily, weekly and monthly administration to ensure effective maintenance of systems information.Preparing ad hoc reports as required.Inputting reservations and actioning reservation reports when required.
Essential requirements:
GCSE level standard with minimum GCSE grade C passes in English & Maths or equivalent.Ability to demonstrate customer awareness and provide excellent customer service.Previous experience of telephony/switchboard operation within a customer contact environment.Excellent written and verbal communication skillsProficient computer literacy to include MS Office, Excel and Outlook.Excellent planning, organizing and prioritizing skills.High standard of attention to detail
Joining a highly skilled and respected team, you will be responsible for professionally handling customer reservation enquiries and bookings and ensuring sales opportunities are maximized. Working a shift rotation of operational hours will be required and some weekend work.
About the role
Responsible for:
We are looking for a Switchboard Agent who can reflect our passionate commitment to excellent customer service. Joining a highly skilled and respected team, you will be responsible for answering and processing calls through central Switchboard at Hastings Corporate Head Office.
Key Duties Include:
Handling external and internal calls promptly, courteously and efficiently, taking and forwarding messages as required.
Ensuring that caller concerns, complaints and difficulties are dealt with courteously and efficiently. Taking action to resolve issues where possible and reporting unresolved issues to your supervisor/manager.
Ensuring all caller enquiries are handled efficiently and effectively.
Completion of daily, weekly and monthly administration to ensure effective maintenance of systems information.
Preparing ad hoc reports as required.
Inputting reservations and actioning reservation reports when required.
Essential requirements:
GCSE level standard with minimum GCSE grade C passes in English & Maths or equivalent.
Ability to demonstrate customer awareness and provide excellent customer service.
Previous experience of telephony/switchboard operation within a customer contact environment.
Excellent written and verbal communication skills
Proficient computer literacy to include MS Office, Excel and Outlook.
Excellent planning, organizing and prioritizing skills.
High standard of attention to detail
- Handling reservations calls promptly, courteously, ensuring that all bookings are processed correctly.
- Processing all reservations related correspondence, ensuring all special requests are actioned.
- Completion of daily, weekly and monthly administration to ensure effective maintenance of systems information.
- Preparing ad hoc reports as required.
- Promoting all Hastings properties to ensure that opportunities to increase sales are maximised.
- Maintaining effective communication with Group Sales and hotel personnel to ensure guest satisfaction.
What you will need
Required criteria
- GCSE level standard with minimum GCSE grade C passes in English & Maths or equivalent
- Previous telephony experience gained within a customer service contact centre environment
- Proficient computer literacy to include MS Office, Excel and Outlook
- Previous reservations experience
- Excellent planning, organising and prioritising skill
- High standard of attention to detail
- Ability to work under pressure within a team
- Excellent verbal communication skills
Professional skills you’ll need for this job opportunity
Customer Relationship Management
Customer Service Telephony
Ability to Identify and Anticipate needs
Microsoft Office Suite
Listening/ Active Listening
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.