First Line Support Analyst


The Support department is responsible for all aspects of support to new clients and Guestline’s existing 1900 plus customers.

The ideal candidate should have a sound working knowledge of reservation software and Microsoft Office software products and have previously held a reservations or front office position within the hotel industry.

The ability to work effectively within a team environment and also on your own initiative with the ability to communicate at all levels; both written and verbal will be key qualities of the successful candidate.

Key Responsibilities

  • Answering the telephone to customers in a courteous, professional and polite manner.
  • Maintaining and updating sensitive customer data.
  • Monitoring Support Emails/Voice Mails/Faxes and dealing with them appropriately.
  • Logging, investigating, and closing calls logged by customers, internal staff, and 3rd parties with a high level of accuracy and detail.
  • Escalating calls logged to Second Line/Development when required.
  • Follow internal security and data handling procedures.

Key Skills

  • Excellent communication skills, both written and verbal.
  • Ability to work as part of a team or individually.
  • Keen attention to detail.
  • Excellent customer service and the ability to remain patient, polite and professional at all times.
  • The ability to multitask whilst working under pressure.
  • The ability to maintain performance and focus whilst working in a busy environment.
  • The ability to prioritise ones work load.
  • Knowledge of Microsoft Office software products and reservation software.
  • Following training, to have full knowledge of our PMS, EPOS and Room Management Systems.


  • Various shifts between 5.00am – 11.00pm including weekends. 

The position is office based in Shrewsbury

To apply for this role please email us your CV and covering letter:

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