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- Tasks: Handle reservations and ensure excellent customer service for our luxury hotels.
- Company: Join Hastings Hotels, a family-owned luxury hotel group in Northern Ireland.
- Benefits: Enjoy free meals, employee discounts, 29 days holiday plus your birthday, and career growth opportunities.
- Other info: Dynamic work environment with a focus on personal development and career progression.
- Why this job: Be part of a friendly team and develop your skills in the vibrant hospitality industry.
- Qualifications: Must have excellent computer skills and a passion for customer service.
The predicted salary is between 23474 - 23474 £ per year.
Hastings Hotels is a family owned, luxury hotel group based in Northern Ireland. We are seeking a reliable and enthusiastic person to become part of our Central Reservations Team based in Corporate Head Office, Belfast. Under the leadership of our Central Reservations Manager, 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 of 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 £23,474 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.
About The Role
- To be responsible for handling reservations enquiries and bookings to maximise revenue and occupancy for the Hastings Group of Hotels.
- To ensure that caller requests, concerns, or complaints are dealt with courteously and efficiently, taking action to resolve problems where possible, or escalating to the management team where required.
- 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 update 3rd party extranet sites, GDS and Hastings Hotels websites as and when required.
- 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 comply with all health, safety, and hygiene policies and procedures and any relevant legislation.
Required Criteria
- A right to work in the United Kingdom.
- Excellent computer literacy to include experience with the Microsoft Office Suite.
- Educated to Level 2 (GCSE) or the equivalent with grades A-C in English and Mathematics.
Desired Criteria
- Previous experience in the Hospitality industry.
- Previous telephony experience gained within a contact centre environment.
- Educated to Level 6 (Undergraduate Degree) or the equivalent, in a relevant field such as Tourism and Hospitality Management or Business and Marketing.
Skills Needed
- Microsoft Office Suite.
- Exceptional Customer Service Skills.
- Reservation skills.
- Telephone handling.
- Time Management/Organisational skills.
About The Company
Hastings Hotels owns and operates six hotels in Northern Ireland, with over 1,000 bedrooms, a stand-alone gastro-pub, and a luxury spa. For over 50 years this family owned business has successfully established its identity in the market because we place quality and service at the heart of everything we do.
Company Culture
Our guests remember the small details. It is more important that you have the correct behaviours and attitude than every last qualification. We place great attention on recruitment, induction, and integrating you into your department, your hotel, and the Group.
Company Benefits
- Free staff meals.
- Cash and credit card tips.
- Employee discounts.
- 29 days holiday plus your birthday.
- Opportunities for career progression and development.
- Vacation, Paid time off, Retirement plan and/or pension.
- Employee development programs.
- Competitive salary.
- Preferential room rates.
- Discount on meals purchased.
- Discount on spa treatments or products.
- Free meals during shifts.
- Free parking or Discounted parking.
- Employee Assistance Scheme.
- Wellbeing Scheme.
- Employee Recognition Scheme.
- On the job learning.
- Access to Health & Wellbeing app.
- Long service awards.
- Staff celebration events.
Hotel Reservations Agent - Contact Centre in Belfast employer: Hastings Hotels Group Limited
Contact Detail:
Hastings Hotels Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Hotel Reservations Agent - Contact Centre in Belfast
✨Tip Number 1
Get to know Hastings Hotels! Research their values, culture, and what makes them tick. This way, when you chat with them, you can show off your enthusiasm and how you fit right in with their team.
✨Tip Number 2
Practice your phone skills! Since this role is all about handling reservations over the phone, grab a friend and do some mock calls. Focus on being friendly, clear, and efficient – just like you'd be with guests.
✨Tip Number 3
Dress to impress! When you go for that interview, make sure you look smart and professional. First impressions matter, especially in hospitality, so show them you mean business!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining the Hastings family. Good luck!
We think you need these skills to ace Hotel Reservations Agent - Contact Centre in Belfast
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for hospitality shine through! We want to see that you're excited about the role and ready to be part of our friendly team at Hastings Hotels.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience, especially in customer service and reservations. We love seeing how your skills align with what we’re looking for, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and free from jargon. This will help us get a good sense of who you are!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Hastings Hotels Group Limited
✨Know Your Stuff
Before the interview, make sure you research Hastings Hotels thoroughly. Understand their values, the services they offer, and what sets them apart in the hospitality industry. This will not only show your enthusiasm but also help you tailor your answers to align with their mission.
✨Show Off Your Customer Service Skills
As a Hotel Reservations Agent, exceptional customer service is key. Prepare examples from your past experiences where you successfully handled customer inquiries or resolved complaints. Highlight your ability to stay calm under pressure and your commitment to guest satisfaction.
✨Practice Your Phone Etiquette
Since this role involves handling reservations over the phone, practice your telephone skills. Conduct mock calls with friends or family, focusing on clarity, tone, and professionalism. Remember, first impressions matter, especially in a contact centre environment!
✨Be Ready for Scenario Questions
Expect scenario-based questions during your interview. Think about how you would handle specific situations, like a difficult customer or a booking error. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.