Helpdesk Agent - Warm Guest Support (Evenings/Weekends)

Chilledpubs; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A hospitality company is seeking a Helpdesk Agent based at The Joiners Arms in the United Kingdom. The ideal candidate will provide exceptional guest support through live chat, email, and social media interactions, responding to enquiries and managing bookings efficiently. This role requires warm communication, a strong sense of ownership, and the ability to handle complaints calmly, particularly during busy periods. Candidates should have prior guest-facing experience, though Helpdesk experience is not essential.

Qualifications

• Genuine care, patience, and empathy in guest communications.
• Strong focus on accountability and solutions.
• Ability to manage multiple conversations effectively.
• Clear and professional communication both verbally and in writing.
• Understanding emotional cues in guest messages.

Responsibilities

• Respond to guest enquiries through live chat and email.
• Handle booking amendments and cancellations accurately.
• Work evenings and weekends as per changing rotas.
• Provide holiday cover when necessary.

Skills

Warmth in guest interactions

Own mistakes and solutions focus

Multi-channel communication

Tone awareness in communication

Calm handling of complaints

Job description

A hospitality company is seeking a Helpdesk Agent based at The Joiners Arms in the United Kingdom. The ideal candidate will provide exceptional guest support through live chat, email, and social media interactions, responding to enquiries and managing bookings efficiently. This role requires warm communication, a strong sense of ownership, and the ability to handle complaints calmly, particularly during busy periods. Candidates should have prior guest-facing experience, though Helpdesk experience is not essential.