Reservations Agent

The Johnstown Estate; Dundrum; On-site; EUR 30,000 - 40,000; Full time

Job summary

A hospitality establishment in Dundrum, Ireland, seeks a dedicated Guest Services Coordinator to manage guest inquiries and reservations. The ideal candidate will possess strong customer service skills, attention to detail, and familiarity with reservation systems. Responsibilities include assisting guests with bookings and enhancing their experience through exceptional service. This role offers opportunities for professional development within a supportive team environment.

Qualifications

• Strong customer service and communication skills.
• Meticulous attention to detail in handling reservations.
• Familiarity with reservation software and booking platforms.

Responsibilities

• Respond to guest inquiries promptly and professionally.
• Assist guests with room reservations and information.
• Build positive relationships with guests and address concerns.

Skills

Customer service skills

Communication skills

Attention to detail

Problem-solving skills

Time management skills

Tools

Reservation software

Booking platforms

Basic computer applications

Job description

Overview

At The Johnstown Estate, we do warm, authentic welcomes particularly well, and constantly strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion, Customer Focus, Teamwork and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do. We are also committed to training and developing our team members and ensuring their journey with us inspires them each day.

Duties and Responsibilities

• Respond to guest inquiries via phone, email, or online channels promptly and professionally, providing information about room availability, rates, amenities, and hotel policies.
• Assist guests in making room reservations, checking availability, and securing bookings using the hotel's reservation system.
• Offer additional services or room upgrades to guests during the reservation process to enhance their experience and increase revenue.
• Handle reservation changes, cancellations, and modifications based on guest requests or changes in availability.
• Coordinate and manage group bookings and special event reservations, ensuring all group requirements are met.
• Process guest payments for room reservations, ensuring accuracy and adherence to the hotel's payment policies.
• Send confirmation emails or letters to guests with their reservation details and any additional information they may need for their stay.
• Build positive relationships with guests, providing exceptional customer service and addressing any concerns or issues related to their reservations.
• Monitor and manage room inventory to ensure the hotel's availability and avoid overbooking.
• Collaborate with other hotel departments, such as housekeeping and front office, to ensure a smooth check-in process for arriving guests.
• Maintain accurate and organized records of reservations, guest information, and payment details.
• Work towards achieving sales targets and revenue goals set by the hotel management.

Requirements for the role

• Strong customer service and communication skills to interact with guests professionally and assist them with their reservations.
• Meticulous attention to detail to accurately handle guest information, reservation dates, and payment processing.
• Familiarity with reservation software, booking platforms, and basic computer applications.
• The ability to upsell and promote additional services to guests, maximizing revenue opportunities.
• The capability to handle multiple inquiries and reservations simultaneously, prioritizing tasks effectively.
• Strong problem-solving skills to address reservation changes, cancellations, and guest inquiries.
• Willingness to work collaboratively with other hotel staff to ensure guest satisfaction and smooth operations.
• Effective time management skills to respond to inquiries promptly and manage reservations efficiently.
• Flexibility to work various shifts, including evenings, weekends, and holidays, as the position may require.