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Operations Agent

4 months ago

NewarkonTrent, United Kingdom HotelREZ Limited Full time

**Operations Agent**

**Newark, Full Time/Part Time, Permanent,**

**Salary: £21,000 per annum**

HotelREZ is an established, privately owned and successful globally operating business who are seeking an Operations Agent to work from their UK offices in Newark.

The Role

**Key Responsibilities**:

- Answering and returning telephone calls in a timely and polite manner, converting calls to reservations and booking via the Company reservation software
- Effectively respond to all hotel questions and requirements made via the Company ticketing system, and telephone within company SLA’s
- Carry out rate loading for our clients which requires a high attention to detail and must be completed within company SLA’s
- Implement new products and services as required to our portfolio of clients
- Ensure that the full information is collected from the hotel to effectively provide solutions to the query or question
- Effectively communicate with third party service providers for the efficient resolution of issues
- Communicate with all departments internally where appropriate passing possible sales leads to Business Development for new product sales opportunities
- Maintain accurate records within the Company Customer Relationship Management system on all issues raised and resolved for reporting purposes
- Maintain a detailed knowledge of all systems used within the Company and made available to hotels
- Carrying out various project works within fixed deadline dates set
- Ensuring that the hotels comply with Company standards
- Deal with any complaints quickly and professionally
- Responsible for maintaining an excellent relationship with hotels

This role will suit someone who has meticulous attention to detail, is able to work independently on multiple projects at the same time and has a ‘can do’ attitude. The role is the key contact the customers have with our company, so an excellent level of customer service is required.

**Knowledge / Experience**:

- The successful applicant will have excellent attention to detail
- Ability to use bespoke systems (although full training will be given)
- Experience of the customer service industry preferred but not mandatory

**Key Skills**:

- Excellent command of English both spoken and written
- An additional language an advantage, but not essential
- Ability to work to deadlines and targets
- Full knowledge of Microsoft Office products, in particular Word and Excel

**Working Relationships**:

- Reporting to Director of Operations & Operation Manager
- Working in a team environment with the Operations Department
- Key point of contact with the company so must be efficient, polite and a pleasant personality
- Working in close conjunction with all members of Operations, IT, Finance, Demand, Business Development and Marketing Team
- Internal - all HotelREZ staff
- External - Hotels and Resellers, Suppliers, Travel Agencies and General Public

**Personal Attributes**:

- Positive can-do attitude, willing to work as part of a team
- Good communicator and telephone skills
- Well organised and attention to detail

**Hours of Work**:

- We operate a rota shift pattern to cover the hours of 8.00 - 4.00, 9.00 - 5.00 or 10.00 - 6.00 Monday to Friday
- Part Time hours available if required, we are happy to review on an individual basis
- Occasional weekend & bank holiday cover

Work Remotely
- No

**Job Types**: Full-time, Part-time, Permanent
Part-time hours: 30 per week

**Salary**: £21,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Life insurance
- On-site parking
- Private medical insurance

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

Work Location: One location

Application deadline: 10/05/2021
Expected start date: 20/02/2023