Reservations Co-ordinator

Killyhevlin Hotel; Enniskillen; On-site; GBP 18,000 - 22,000; Full time

Job summary

A prominent hospitality establishment in Enniskillen is seeking a motivated individual to manage guest bookings and provide superior customer service. The ideal candidate will have previous hotel experience, excellent attention to detail, and skills in using booking systems. The role involves upselling hotel services and ensuring customer satisfaction through effective communication. This position offers a range of benefits including staff discounts and training opportunities.

Benefits

Uniform provided

Meal on duty

Free secure staff parking

Employee of the month award

Staff discounts

Qualifications

• Previous hotel experience required.
• Experience in managing bookings and customer satisfaction essential.
• Hands-on experience with payment processes needed.

Responsibilities

• Attend to guests' booking queries and ensure bookings are converted to sales.
• Promote hotel services during booking processes.
• Manage online bookings and provide outstanding customer service.

Skills

Customer service skills

Attention to detail

Communication skills

Administrative abilities

Computer skills

Education

Good standard of education (Maths and English, grade B)

Industry recognized degree in hospitality or clerical work

Tools

Guestline PMS system

Job description

The ideal candidate will have previous hotel experience, exceptional customer service skills, good administrative abilities, excellent attention to detail and be able to manage a steady workload. The role's focus will be to attend to guests’ booking queries and ensure that all bookings are converted to sales through proactive up-selling and recorded on the Guestline PMS system while adhering to current legislation.

Responsibilities

• Answer phone calls and attend to guests' requests to book rooms/ self-catering or events at the hotel.
• Check on the internal booking system and make the booking for the guest including dining reservations.
• Accurately input reservation details into the Guestline PM System ensuring completeness and correctness of the reservation record and any related filing of correspondence.
• Assist guests with inquiries, requests, changes and modifications to their reservation for dates, room type, special accommodation and provide solutions to ensure guest satisfaction.
• Promote hotel services, accommodation types, amenities & packages to guests during the booking process, identifying opportunities for upselling and enhancing the guests’ experience and maximising revenue.
• Have a thorough understanding of hotel products and facilities (and those of our local competitors) to ensure guest and customer needs are met and exceeded.
• Confirm reservations with guests, providing confirmation details, reservation policies and relevant information to ensure guests have an excellent stay.
• Obtain payment information and run credit/debit card payments when required.
• Liaise and consult with the other Reservation and reception staff in respect of OTAs, group and agency bookings, special rates and discounts.
• To ensure the overbooking and close out procedure is in accordance to the hotel and company guidelines.
• Liaise and consult with the other Reservation and reception staff as well as other departments to provide detailed handovers including all amendments, late bookings and special requests so that the next shift runs smoothly
• Send and receive emails and monitor the inbox for bookings and take and manage online booking through the online booking system.
• Provide outstanding customer service to all guests at all times, sending out requested information to potential guests as per hotel standards.
• Follow up with guests who may have had an issue with online or telephone bookings and work with the relevant departments to resolve problems promptly and satisfactorily.
• Support the hotel’s sales and revenue management efforts by identifying opportunities for room sales, optimizing occupancy and implementing strategies to maximise room revenue and profitability.
• Maintain accurate records of reservation activities, including guest profiles, booking statistics, revenue reports and generate reservation related reports as needed for management analysis and decision making.
• Assist with Christmas and Special Event bookings as required.
• Cover reception breaks if required and support the hotel operation in times of high demand and to understand that business demands sometimes make it necessary to move personnel from their accustomed shift and an amount of flexibility is required
• Actively work as part of the team to achieve the department and hotel objectives successfully.

Skills and Qualifications

• Good standard of education with Maths and English minimum grade B at GCSE.
• Excellent written and verbal communication skills
• Good computer skills, with knowledge of booking systems, both in-house and online
• Hands-on experience of taking credit/debit card payments over the phone and in-person
• Able to effectively prioritise own workload and work well under pressure
• Knowledge of the local area
• An industry recognised degree in hospitality or clerical work would be an advantage or two years' experience in a similar role
• Experience of the Guestline PMS system.
• Adept with controlling a busy switchboard with an excellent telephone manner
• Experience in both group reservations as well as individual reservations.
• Able to deal with changing priorities and work demands while maintaining an eye for detail.
• Able to deal with people from different backgrounds and possess a strong command of the English language.
• Knowledge of OTAs and other hotel related systems

Further Information

To apply email your CV to the employer.We supply uniform, meal on duty, on-the-job & essential product training, free, secure staff car parking, employee of the month award, staff discounts.No staff accommodation is available.Evidence is required of Right to Work in UK/NI & Immigration Status - Share code.Applicants need a National Insurance Number, current photographic ID (Passport), bank or savings account (wages are paid directly to the given account) PRIOR to applying.Further hotel information: www.killyhevlin.com

Area: All of Northern Ireland
Closing date: 07 Nov 2025