Reservations Agent

Château des Avenières; Kenmare; Remote; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Meals on duty provided

Employee parking provided

Full training provided

Uniforms provided

Employee discounts at sister hotels

Job summary

Sheen Falls Lodge in Kenmare, Ireland, a Relais & Châteaux five-star luxury property, seeks a Reservations Agent to deliver exceptional guest service and upsell experiences from inquiry to arrival. You will handle phone, email and online enquiries, maintain reservations in Hotsoft, and collaborate with Front Office, Revenue and Sales to maximise revenue while ensuring a personalised guest journey.

This full-time role features five 8-hour shifts over a seven-day roster, with opportunities for

Qualifications

• Minimum of one year's experience in a reservations position, preferably in a five-star hotel.
• Excellent spoken and written English with confident telephone and email communication.
• Strong organizational skills and attention to detail with a guest-focused approach.
• Ability to build positive relationships with guests and colleagues and identify revenue opportunities.

Responsibilities

• Act as the first point of contact for guests and assist with accommodation options, rates, packages and itineraries.
• Manage telephone, email and online reservation enquiries professionally and warmly.
• Convert enquiries into confirmed reservations and upsell hotel experiences.
• Create, amend and maintain guest reservations in Hotsoft, recording preferences and requests.
• Manage rates and availability across channels using D-Edge Channel Manager.
• Develop knowledge of hotel offerings to assist guests throughout the booking process.
• Collaborate with Front Office, Sales, Revenue and other departments for a seamless guest journey.
• Maintain high standards of accuracy, confidentiality and service.

Skills

First point of contact

Upselling

Customer service

Organizational skills

English proficiency

Interpersonal skills

Attention to detail

Team collaboration

Tools

Hotsoft

D-Edge Channel Manager

Microsoft Word

Excel

Outlook

CRM software

Job description

We pride ourselves on being a diverse team of professional, passionate and caring individuals, with our guests at the heart of everything we do.

Sheen Falls Lodge is an 2 Michelin Keys Hotel and part of Relais & Chateaux, which includes some of the world's finest hoteliers, chefs and restaurants that have set the standard for hospitality excellence. Clear opportunities for progression are a priority for us, too.

Job Description

We are currently seeking a professional, enthusiastic and guest-focused Reservations Agent to join our team at Sheen Falls Lodge.

As part of our Reservations team, you will play an important role in creating an exceptional five-star guest experience from the very first point of contact. You will be responsible for managing accommodation enquiries and reservations, identifying opportunities to enhance each guest’s stay, and ensuring every interaction reflects the warmth, professionalism and attention to detail expected of a luxury hotel.

Key Responsibilities

• Act as a first point of contact for guests, providing knowledgeable and personalised assistance with accommodation options, rates, packages and itineraries.
• Manage telephone, email and online reservation enquiries in a professional, efficient and welcoming manner.
• Convert enquiries into confirmed reservations while maximising revenue through effective upselling and cross-selling of room categories, packages and hotel experiences.
• Accurately create, amend and maintain guest reservations within Hotsoft, ensuring all guest preferences, special requests and relevant information are recorded.
• Manage room rates and availability across distribution channels using D-Edge Channel Manager.
• Develop a thorough knowledge of the hotel, accommodation categories, dining options, packages and experiences in order to confidently assist guests throughout the booking process.
• Build strong relationships with guests, recognising individual requirements and delivering a highly personalised level of service.
• Liaise closely with Front Office, Sales, Revenue, Food & Beverage and other departments to ensure a seamless guest journey from reservation through to arrival.
• Maintain the highest standards of accuracy, confidentiality and attention to detail.
• Consistently represent the standards, values and reputation of Sheen Falls Lodge.

Candidate Profile

The successful candidate will be passionate about hospitality and take pride in delivering exceptional guest service.

Working Hours

This is a full-time position consisting of five 8-hour shifts over a seven-day period.

Flexibility is essential, with shifts rostered up to 8:00 pm and weekend and bank holiday work required on a rotational basis within the Reservations team.

Join Sheen Falls Lodge

This is an excellent opportunity for an experienced hospitality professional who is passionate about luxury service and creating memorable guest experiences.

Sheen Falls Lodge and Ring of Kerry Golf is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Please note, we are only accepting applications from persons who have the permission/ right to live and work without restriction in Ireland.

Qualifications

Essential requirements include:

• A minimum of one year's experience in a similar reservations position, preferably within a five-star luxury hotel.
• Excellent spoken and written English, with confident and professional telephone and email communication skills.
• Strong organisational skills and exceptional attention to detail.
• A warm, professional and guest-focused approach.
• Strong interpersonal skills and the ability to build positive relationships with both guests and colleagues.
• Good commercial awareness with the confidence to identify opportunities to maximise reservations and revenue.
• Proficiency in Microsoft Word, Excel and Outlook.
• Previous experience with hotel reservation systems, booking platforms and CRM software.
• Knowledge of Hotsoft is highly desirable.
• Experience with D-Edge or a similar Channel Manager would be an advantage.
• The ability to work effectively both independently and as part of a team within a busy luxury hotel environment.

Additional Information

The place

Sheen Falls Lodge is a member of Relais & Chateaux and since opening in 1991 has received many prestigious Awards and Accolades. We are looking for an individual that will help us not only maintain our standard but improve upon it.

Employee benefits

• Meals on duty provided
• Employee parking provided
• Full training provided
• Uniforms provided
• Employee discounts, including at our sister properties in Cork, Dublin, and Wicklow
• Employee recognition awards and appreciation days
• Free golf at Ring of Kerry Golf Club
• Employee gym provided
• Cycle to work Scheme
• Work anniversary acknowledgement and reward
• Employee birthday celebrations & reward
• Employee referral bonus