Reservations Agent

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.

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

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.

• To handle reservations calls promptly, courteously, and efficiently, ensuring that all bookings are entered correctly and completely on the system.

• 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 process all reservations related correspondence, ensuring all special requests are actionedrelevant personnel are informed as appropriate.

• 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 actively sell and cross sell all outlets within the business, ensuring all opportunities to increase sales are maximised.

• 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 work effectively with colleagues to ensure a harmonious working environment where all employees are treated with respect and dignity.

• To comply with all health, safety, and hygiene policies and procedures and any relevant legislation.

• Any other duties as required.

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 (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
• 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. From city centre buzz to seaside resort, each outlet has a distinctive personality and market positioning.

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. 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 the small details.

The open fire in the lounge. The supremely comfy beds. The fabulous breakfast... and the interactions they had with our people. 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...

Company 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.

Vacation, Paid time off, Retirement plan and/or pension, Employee development programs, Employee discounts, Competitive salary, Preferential room rates, Family and friends 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, Company employee App

Salary

£24,384.00 per year

Skills:
Microsoft Office Suite Exceptional Customer Serv Reservation skills Telephone handling Time Management/Organisat

Benefits:
Vacation, Paid time off Retirement plan and/or pension Employee development programs Employee discounts Competitive salary Preferential room rates

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