Reservations Agent

The Heritage; Killenard; On-site; EUR 26,000 - 38,000; Full time

Benefits offered by this job

Discounts on FBD properties

Health Club membership

Meals provided on duty

Bike to Work Scheme

Job summary

The Heritage in Laois is seeking an experienced Reservations Agent to join our team. You will be the welcoming voice for guests, handling calls and emails, and ensuring accurate reservations using the Opera system.

Role focuses on delivering high standards of guest care, maximizing revenue, and passing leads to the Sales/Events team, with close collaboration across departments to ensure guest satisfaction throughout the booking process.

Qualifications

• Experience in reservations and guest service.
• Knowledge of Opera reservation system and processes.
• Strong customer service and communication skills.

Responsibilities

• Ensure the highest standards of appearance, attitude and service to guests.
• Act as the welcoming tone and first point of contact for hotel guests.
• Handle telephone and email enquiries to maximise bookings and revenue.
• Maintain guest preferences and history for personalised service.
• Pass new business leads to Sales/Events teams and follow up as required.
• Coordinate with Reception, Events, Sales & Marketing to support hotel revenue.

Skills

Reservations experience

Tools

Opera system

Job description

The Heritage offers a sophisticated elegance with impeccable hospitality set in wonderful un-spoilt Laois countryside. It comprises of a luxury world class Hotel and European Award Winning Spa. The Heritage also offers guests a number of on site activities such as our Health Club with Leisure Pool, Jacuzzi, Sauna and Steam rooms, 5km Walking Track and Cinema.

We are have an exciting opportunity for an experienced Reservations Agent to join our existing team!

MAIN DUTIES

• Ensure the highest possible standards of appearance, behavior and attitude towards internal & external guests.
• To be the welcoming tone to set the standards of the Hotel.
• To have a full and comprehensive understanding of the reservations department and Opera system.
• Answer telephone calls promptly and in a polite and helpful manner,
• Maximizing sales & revenue for all business within the Hotel.
• Dealing with telephone and email enquiries.
• To be familiar with all guest preferences as recorded in their guest history profile and ensure these requests and preferences are followed up by excellent communication skills.
• Handle all guest correspondence in a courteous and efficient manner.
• Take ownership of situations / guests complaints and handle and control the situation in an appropriate professional manner.
• Ensure all guests are greeted in a friendly, accepting and professional manger and offered the highest customer care and satisfaction throughout their booking process.

To be fully familiar with the reservations standards as per the SOP ensuring these are met during every call.

To pass every new business lead to the Sales/Events team.

• Ensure call backs are completed in a timely fashion.
• Working as part of the 'Reservations team' with close liaison & co-operation in particular with departments such as Reception, Events, Sales & Marketing, Food & Beverage and all other areas that in-corporate sales & revenue for the hotel.
• Identification and most particularly the follow-up of all reservation leads and enquiries into the hotel.
• Must have a comprehensive knowledge of the local surrounding areas in terms of history, facilities & attractions.
• To deal with guests requests in a timely manner.
• To work in an organised and efficient manner at all times.
• To answer all phone calls in a polite and timely manner and to assist all callers.
• Ensure guest complaint is given the correct attention, documented and a response given as quickly as possible.
• Send out contracts for all group bookings where required

About Us

The Heritage 'Core Values'

• Think about the guest
• Be Respectful
• Work as one
• Be the Best
• Own it and deliver it

Why Work for The Heritage, Part of FBD Hotels:

• Discounted rates in other FBD properties
• Health Club membership
• Referral Programme
• Learning and development opportunities
• Employee Assistance Programme
• Meals provided on duty
• Discounts on Home, Travel, Car Insurance with FBD Insurance
• Bike to Work Scheme
• Employee recognition initiatives
• Great Place to Work Certified