At a Glance
- Tasks: Provide exceptional customer service via calls and emails, processing hotel reservations.
- Company: Join Diamond Resorts, part of Hilton Grand Vacations, in a vibrant team.
- Benefits: Enjoy hotel discounts, generous holidays, and access to wellbeing support.
- Other info: Flexible hybrid working options and opportunities for career progression.
- Why this job: Make guests' vacations unforgettable while developing your skills in a supportive environment.
- Qualifications: Strong customer focus, excellent communication skills, and a positive attitude.
The predicted salary is between 25000 - 30000 £ per year.
Employer – Diamond Resorts (a subsidiary of Hilton Grand Vacations)
Location – Lancaster but hybrid working may be available
Working Hours – The role requires the successful candidate to work five days over seven, 40 hours per week, between the hours of 8am-8pm across rostered shift patterns.
We are now recruiting for a Hotel Reservations Agent for our Inbound Hotel Reservations Contact Centre in our Head Office on the outskirts of Lancaster city centre.
Overview
The successful candidate will be responsible for providing exceptional customer service and assistance via inbound and outbound phone calls and emails to hotel guests and processing reservation transactions to enable them to maximize their enjoyment of their vacation experience.
Responsibilities
- Services a large volume of inbound and outbound calls and emails from hotel guests and processes reservation transactions in Clarity and other systems with accuracy and attention to detail per established policies and procedures, delivering exceptional customer service in a friendly, personalized manner.
- Provides accurate, comprehensive information about properties, products and services, and proactively offers resort recommendations and various products and services to enhance guests' vacation experience.
- Uses personalized discovery and conversion techniques to maximize transactions that generate occupancy and revenue to achieve defined business goals.
- Efficiently and productively completes outbound call campaign assignments and uses campaign SOPs to achieve campaign-specific objectives.
- Complies with customer information and data security processes at all times.
- Responds to emails and requests for call-backs within established response time standards.
- Follows defined policies and procedures for all departmental functions.
- Takes personal ownership to resolve issues/complaints by thoroughly researching the issue, identifying solution options, escalating to a Supervisor as applicable per established policies and procedures, and following up to ensure resolution is implemented and confirmed back to customer in a timely manner.
- Embraces all Quality Assurance standards, follows established processes, and willingly accepts ongoing feedback and coaching to meet/exceed established performance standards consistently.
- Maintains and expands job knowledge and skill development by actively participating in departmental and company training programs and educational opportunities.
- Proactively participates in team meetings and feedback sessions.
- Proactively advises Supervisor of problems with computer equipment, Clarity, CXone and other systems immediately to support maximum efficiency and productivity.
- Complies with CXone Optimizer adherence standards and manages time effectively for maximum efficiency and productivity.
- Adheres to assigned shift schedules and breaks, lunch and task assignment schedules.
- Welcomes new team members and willingly serves as an onboarding/training partner during new hire training, and maintains a spirit of teamwork and support by sharing product knowledge, best practices, and proven conversion techniques on an ongoing basis with their peers.
- Providing support to the team on global projects where required such as rebranding efforts or registration of products.
Qualifications
- Strong customer focus and telephone manner
- Patience, flexibility, approachable, accessible and empathy
- Positive and productive work culture
- Excellent communication skills, both written and verbal
- Ability to work well in teams
- Focused and self-motivated approach to work
- Flexible attitude
- Education – High School/GED
Benefits
- Benefits that support Team Member health and financial wellbeing, including eligibility to an Employee Assistance Programme giving employees 24‑hour access to unlimited 1‑2‑1 counselling, wellbeing support and guidance
- Hotel discounts for Team Members, family and friends
- Free parking
- Generous holiday entitlement
- An open-minded culture committed to diversity and inclusion
- Career Progression through online learning and training programmes
- Encouraging networking with colleagues
- Access to discounts and savings across major retailers through our perks at work scheme
About Us: Applicants should note that Diamond Resorts (Europe) Limited is part of the Hilton Grand Vacations Inc. group of companies. If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV.
Specialist Hotel Reservations (Temporary) in Burnley employer: Hilton Grand Vacations
Diamond Resorts is an exceptional employer that prioritises employee wellbeing and career growth, offering a supportive work culture in Lancaster with hybrid working options. Team members benefit from generous holiday entitlements, hotel discounts, and access to comprehensive training programmes, fostering both personal and professional development in a diverse and inclusive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist Hotel Reservations (Temporary) in Burnley
✨Get Your Foot in the Door with Walk-Ins
In the hospitality and food service game, a personal touch goes a long way. Instead of waiting for listings, why not walk into local restaurants, cafes, or hotels? Bring your best smile and a CV, and show them that you're eager to join their team right on the spot!
✨Tap into Seasonal Hiring Trends
With temporary roles often popping up during busy seasons, like summer or festive times, keep an eye out for openings as these businesses ramp up. Joining local community groups on social media can also help you stay ahead of the game: think pop-up events, seasonal fairs, or any openings in your area!
✨Utilise Your Network in the Industry
We all know people in the hospitality world, right? Now's the time to message those friends or acquaintances who might already be working in restaurants or bars. They could give you the insider scoop on who’s hiring or even put in a good word for you – it’s all about that inside connection!
✨Apply Through Us for Quick Visibility
Don't forget you can apply for temporary roles directly through our website! It’s not just about the big chain restaurants; many smaller, local places look there for quick hires. Plus, it helps us get you on the radar of employers looking for passionate workers like you, so what are you waiting for?
We think you need these skills to ace Specialist Hotel Reservations (Temporary) in Burnley
Some tips for your application 🫡
Show Off Your Service Skills:In the hospitality-food-service game, your ability to connect with customers is key. Make sure to highlight any relevant experience in your CV, like working in cafes or restaurants, and emphasise your skills in teamwork and communication. Don't forget to mention any customer service training or certifications you've got under your belt!
Flexibility is Your Best Friend:Since this is a temporary role, you'll want to showcase your flexibility in your application. In your cover letter, mention your availability and willingness to work various shifts, including weekends or holidays. Employers love knowing they can rely on you during busy periods!
Bring Your Personality to the Front:In hospitality, it's not just about what you can do; it's about who you are! Let your personality shine through in your cover letter. A warm, engaging tone can really make your application stand out and show your potential to create a welcoming atmosphere for customers.
Include Relevant References:References can make a huge difference in the hospitality-field. Consider including a couple of references from previous employers or colleagues in your CV who can vouch for your customer service skills and ability to thrive in fast-paced environments. This adds credibility and elevates your application!
How to prepare for a job interview at Hilton Grand Vacations
✨Show Off Your Customer Service Skills
In the hospitality-food-service sector, it's all about the customer experience. Be ready to discuss specific examples where you've gone above and beyond for a customer or handled a difficult situation. They’ll appreciate knowing that you can keep your cool and maintain a positive attitude even when things get a bit hectic!
✨Know Your Menu Inside and Out
Whether you're applying for a temporary role as a server or in the kitchen, it’s important to familiarise yourself with the menu and any signature dishes they serve at Hilton Grand Vacations. During the interview, they might ask about your food and drink recommendations, so having a few tasty suggestions up your sleeve will show you're genuinely interested in contributing to the team.
✨Emphasise Your Flexibility
Temporary roles often require a bit of juggling with shifts and responsibilities. Be sure to convey your willingness to adapt and take on different roles as needed. Share instances where you’ve quickly switched tasks or taken the initiative to help out your colleagues, showing that you're a team player.
✨Dress the Part and Exude Personality
In hospitality, first impressions matter! Even for a temporary position, donning smart-casual attire can set the right tone. Plus, don't hold back on your personality – let your enthusiasm shine through, as they’re looking for someone who can mesh well with the team and create a welcoming atmosphere for guests.
