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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