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Specialist Hotel Reservations, Lancaster
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Client:
Hilton Grand Vacations
Location:
Lancaster, United Kingdom
Job Category:
Hospitality
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EU work permit required:
Yes
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Job Reference:
ad151e9cb350
Job Views:
6
Posted:
26.04.2025
Expiry Date:
10.06.2025
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Job Description:
Job Description
Job Description
Job Title – Hotel Reservations Specialist (Inbound)
Employer – Diamond Resorts (a subsidiary of Hilton Grand Vacations)
Location – Lancaster
Working Hours – The role requires the successful candidate to work five days over seven, 40 hours per week, between 8am-8pm across rostered shift patterns.
Office/Hybrid Working available.
We are now recruiting for a Hotel Reservations Agent for our Inbound Hotel Reservations Contact Centre at our Head Office on the outskirts of Lancaster city centre.
Responsibilities include:
* Providing exceptional customer service via inbound and outbound calls and emails to hotel guests, processing reservations accurately in Clarity and other systems.
* Offering detailed information about properties, products, and services, and proactively suggesting resort options and additional offerings to enhance guests’ vacations.
* Completing outbound call campaigns efficiently to meet specific objectives.
* Ensuring compliance with customer data security policies.
* Responding promptly to emails and call-back requests.
* Following departmental policies and procedures.
* Resolving issues and complaints thoroughly, escalating when necessary, and following up to confirm resolution.
* Adhering to Quality Assurance standards and participating in ongoing training and feedback sessions.
* Proactively sharing product knowledge and best practices with team members.
* Supporting global projects such as rebranding or product registration as needed.
* Working full-time, 40 hours per week, with shift work included.
Qualifications:
* Strong customer focus and telephone manner.
* Patience, flexibility, approachability, and empathy.
* Excellent communication skills, both written and verbal.
* Ability to work well in a team environment.
* Self-motivated and focused approach to work.
* Education: High School/GED.
Benefits include health and financial wellbeing support, hotel discounts, free parking, generous holiday entitlement, diversity and inclusion culture, career progression opportunities, and discounts through perks at work.
About Hilton Grand Vacations:
Diamond Resorts (Europe) Limited is part of Hilton Grand Vacations Inc. Group. Applicants will be considered as applicants of a subsidiary of HGV.
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