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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.
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 Central Reservations Team based in Corporate Head Office, Belfast. Under the 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 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.
Benefits
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 for the Hastings Group of Hotels.
- Handle reservations calls promptly, courteously, and efficiently, ensuring that all bookings are entered correctly and completely on the system.
- 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 when required.
- 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 outlets within the business, ensuring all opportunities to increase sales are maximised.
- Update 3rd‑party extranet sites, GDS and Hastings Hotels websites 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 and any relevant legislation.
- Any other duties as required.
Skills Needed
Technology, Hospitality, Sales
About The Company
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.
Company Culture
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.
Required Criteria
- A right to work in the United Kingdom
- Excellent computer literacy including experience with the Microsoft Office Suite.
- Educated to Level 2 (GSCE) or the equivalent with grades A‑C in English and Mathematics.
- Ability to deliver an exceptional standard of customer service.
- Ability to work well under pressure and be a team player.
- Previous experience in a customer service environment.
Desired Criteria
- Previous experience in the Hospitality industry
- Educated to Level 6 (Undergraduate Degree) or the equivalent, in a relevant field such as Tourism and Hospitality Management or Business and Marketing.
- Previous telephony experience gained within a contact centre or reservations environment.
Closing Date
Friday 3rd April, 2026
Contract Type
Fulltime
Salary
£23,474.00 Yearly
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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.