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- Tasks: Handle reservations and ensure customer satisfaction while maximising revenue.
- Company: Hastings Hotels is a family-owned luxury hotel group in Northern Ireland.
- Benefits: Enjoy free meals, employee discounts, 29 days holiday plus your birthday, and career progression opportunities.
- Why this job: Join a supportive team, develop your skills, and be part of a respected hospitality brand.
- Qualifications: GCSEs in English and Maths or equivalent; customer service experience preferred but not essential.
- Other info: Full training provided; flexible shifts including weekends.
The predicted salary is between 19400 - 19500 £ per year.
3 days ago – Be among the first 25 applicants
Job Description
Location: 1066 House, 587 Upper Newtownards Road
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 Connelly, 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 £23,474.00 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
- Handle reservations enquiries and bookings to maximise revenue and occupancy, and to the complete satisfaction of the caller.
- Handle reservation calls promptly, courteously and efficiently, ensuring that all bookings are entered correctly and completely on the system.
- Deal with caller concerns, complaints and difficulties courteously and efficiently, taking action to resolve problems where possible, reporting unresolved issues to your Supervisor/Manager.
- Process all reservations related correspondence, ensuring all special requests are actioned and relevant personnel are informed as appropriate.
- Complete daily, weekly and monthly administration to ensure effective maintenance of files and systems.
- Prepare daily, weekly, monthly and ad hoc reports as required.
- Actively sell and cross sell all hotels, ensuring all opportunities to increase sales are maximised.
- Up‑date 3rd party extranet sites, GDS and Hastings Hotels web‑sites as and when required.
- Maintain effective communication with Group Sales and hotels personnel, to maximise sales opportunities and ensure complete guest satisfaction.
- Ensure all equipment and materials are used in correct manner and any problems are reported immediately.
- Work effectively with colleagues to ensure a harmonious working environment where all employees are treated with respect and dignity.
- Comply with all health, safety and hygiene policies and procedures.
- Perform 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.
Skills Needed
Relationship, Servicing, Technology
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 administrative experience
- Previous customer service experience gained within a customer centric environment
Desired Criteria
- Previous hotel experience
- Previous telephony experience gained within a customer service contact centre environment
- Previous reservations experience
Company Overview
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.
EEO Statement
Hastings Hotels is an Equal Opportunities Employer.
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Reservations Agent employer: Hastings Hotels, Northern Ireland
Contact Detail:
Hastings Hotels, Northern Ireland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reservations Agent
✨Tip Number 1
Familiarise yourself with Hastings Hotels and their unique offerings. Understanding their brand values and the specific services they provide will help you tailor your conversations during interviews, showing that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills, especially over the phone. As a Reservations Agent, you'll be handling calls from guests, so being articulate and friendly is key. Consider role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Highlight any customer service experience you have, even if it's not directly related to hospitality. Being able to demonstrate your ability to handle customer inquiries and resolve issues effectively will make you stand out as a candidate.
✨Tip Number 4
Be prepared to discuss how you can contribute to a positive team environment. Hastings Hotels values teamwork and respect among colleagues, so think of examples from your past experiences where you've worked well with others to achieve a common goal.
We think you need these skills to ace Reservations Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer service and administrative roles. Emphasise any previous reservations or hospitality experience, even if it's minimal.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific skills that align with the job description, such as attention to detail and communication skills.
Highlight Relevant Skills: In your application, focus on skills mentioned in the job description, like proficiency in MS Office and excellent planning abilities. Use examples from past experiences to demonstrate these skills.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Reservations Agent.
How to prepare for a job interview at Hastings Hotels, Northern Ireland
✨Show Enthusiasm for Hospitality
Make sure to express your passion for the hospitality industry during the interview. Hastings Hotels values people who are enthusiastic about providing excellent guest experiences, so share any relevant experiences or stories that highlight your love for customer service.
✨Demonstrate Attention to Detail
As a Reservations Agent, attention to detail is crucial. Be prepared to discuss how you ensure accuracy in your work, whether it's handling bookings or processing correspondence. You might even want to mention specific tools or methods you use to stay organised.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of examples from your past experiences where you successfully resolved customer complaints or managed high-pressure situations, as this will show your capability to thrive in a busy environment.
✨Familiarise Yourself with the Company
Before the interview, take some time to research Hastings Hotels and their values. Understanding their commitment to quality and guest satisfaction will help you align your answers with their expectations and demonstrate your genuine interest in becoming part of their team.
