Reservations Agent

City Hotel Derry; Derry/Londonderry; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Employee recognition program

Staff discounts on accommodation and F

Staff meals on shift

Pension scheme

AXA insurance discounts

Leisure facilities access

Job summary

The City Hotel Derry is seeking a Reservations role within the Front Office team. You will handle guest enquiries, tailor packages, and drive conversions to bookings, while coordinating with other departments to ensure a seamless guest journey.

Applicants should have strong guest relations and sales experience, with excellent Excel skills and a proactive, team-focused attitude. A target-driven environment and high standards are expected.

Qualifications

• Experience in guest-facing roles with a focus on delivering exceptional service.
• Proven ability to sell and convert enquiries into reservations.
• Strong organisational skills and attention to detail.
• Ability to work to targets and standards in a busy hotel environment.
• Excellent communication and relationship-building abilities.

Responsibilities

• Convert enquiries via telephone and tailored package offers to guests.
• Manage group bookings including contracting, updates and rooming lists.
• Coordinate with front office, housekeeping and F&B to ensure a seamless guest experience.
• Allocate rooms according to availability and guest requests.
• Adhere to hotel credit policies and ensure accurate billing instructions.
• Perform general office and administrative duties.
• Upsell products and services within the department.
• Provide a friendly, professional, customer-focused service throughout the guest journey.

Skills

Guest relations

Sales experience

Organisation

Time management

Team player

Ambition

Customer service

Tools

Excel

Job description

Who are we?

Situated in a beautiful setting in Derry City with panoramic views of the river Foyle and only steps away from the famous city walls, shops, bars, restaurants. Facilities include 158 bedrooms, extensive conference & banqueting facilities for up to 450 guests, a leisure centre with swimming pool, jacuzzi, steam room and gym, Thompson's on the River Restaurant, Coppin's Bar and secure car parking.

What is in it for you?

• Employee of the Month / Employee of the Year


• Staff Rates – Accommodation / Rooms – Food & Beverage Discounts


• Staff Training


• AXA Insurance Discounts


• Company Group Pension


• Reward & Recognition incentives from Head of Department


• Free staff meals while on shift


• Complimentary use of hotel Leisure facilities

Role requirements

• Previous reservations systems exposure, however training will be provided


• Strong guest relation and sales experience


• Have worked in a target and standards driven environment previously


• Have strong computer skills, especially in Excel


• Excellent organisational skills


• The ability to plan, prioritise and build rapport with others


• Enjoys working as part of a team


• Ambitious and hard working

Responsibilities to include:

• Conversion of enquiries through effective telephone and sales techniques and the tailoring of packages to guest needs in a professional and efficient manner


• Group management including contracting, updates and rooming lists etc.


• Liaison with all departments to ensure a seamless guest experience including but not limited to front office, housekeeping and food and beverage.


• Assign rooms according to hotels availability and guests requests


• Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions and payment methods and applied to the reservations


• Performing general office duties and administrative tasks


• Promote Up-Selling within the department and front office.


• Friendly, professional, customer-focused approach towards assisting guests throughout their journey providing a ‘wrap around’ customer care experience

What can you expect from us?

• A pleasant, welcoming working environment


• A small team where each member is valued, and their individual attributes developed and encouraged


• Training


• Staff discounts for overnight stays through the Aimbridge Group


• Opportunities for your personal development within the Hotel Group Brand Portfolio

What do we need from you?

To be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards. At The City Hotel Derry we believe personality is key, so it goes without saying that you will have bags of personality and a real flair for hospitality.