Reservations Agent

Sheen Falls Lodge Limited; Killorglin; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Meals on duty provided

Employee parking provided

Full training provided

Uniforms provided

Employee discounts (sister properties)

Job summary

Sheen Falls Lodge is seeking a Reservations Agent to join the team. You will be the first point of contact for guests, handling enquiries, rates, packages and itineraries with warmth and professionalism.

You will manage reservations in Hotsoft, update guest preferences, and work with Front Office, Sales, Revenue and F&B to ensure a seamless guest journey from booking to arrival. Five 8-hour shifts over seven days with some weekend work are required.

Qualifications

• 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.

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 upselling and cross-selling of room categories, packages and hotel experiences.
• Accurately create, amend and maintain guest reservations within Hotsoft, ensuring all guest preferences and relevant information are recorded.
• Manage room rates and availability across distribution channels using D-Edge Channel Manager.
• Develop knowledge of the hotel, categories, dining options, packages and experiences to assist guests throughout the booking process.
• Build strong relationships with guests and deliver a highly personalised level of service.
• Liaise with Front Office, Sales, Revenue, F&B and other departments for a seamless guest journey from reservation to arrival.
• Maintain high standards of accuracy, confidentiality and attention to detail.
• Represent the standards, values and reputation of Sheen Falls Lodge.

Skills

First point of contact

Upselling

Organisational skills

Attention to detail

Interpersonal skills

Commercial awareness

Tools

Hotsoft Channel Manager

D-Edge Channel Manager

Microsoft Word

Excel

Outlook

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.

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.

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.

If you have the experience, professionalism and attention to detail required to succeed in a five-star environment, we would be delighted to hear from you and invite you to become part of the team at Sheen Falls Lodge.

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.

Employee benefits

• Competitive salary
• 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