Reservations Manager – Revenue & Guest Experience Lead

The-Tower-Hotel-; Waterford; On-site; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Upskilling allowance

Complimentary stay for 2 Nights B/B

Hotel discounts

20% discount on food

On-site gym

Free fitness assessment

Bike to work

Free meals during shifts

Career progression

Education & Training Assistance

Onsite Carpark

Job summary

The Tower Hotel & Leisure Centre, Waterford is currently recruiting for an experienced Reservations Manager to join our team. This is a fantastic opportunity for an ambitious reservation professional to progress their career within Neville Hotels, a growing Irish hotel group with a collection of exceptional 4 and 5-star properties.

As Reservations Manager you will oversee the day-to-day operation of the Reservations Department, maximise revenue opportunities, develop the team and ensure guest

Qualifications

• Previous reservations experience within a 4-star or 5-star hotel environment.
• Previous supervisory or management experience is desirable.
• Fluent English, both written and spoken.
• Excellent customer care and communication skills.
• Strong organisational skills with excellent attention to detail.
• Ability to prioritise and manage a busy workload.
• Experience using Hotsoft Property Management System is desirable.
• Knowledge of third-party websites, online travel agents and distribution channels is desirable.

Responsibilities

• Manage and supervise all aspects of the Reservations Department.
• Lead, support and develop the reservations team through ongoing coaching and training.
• Answer and oversee incoming calls and emails from guests, corporate clients, tour operators, and travel agents, ensuring all are handled promptly and professionally.
• Ensure all reservations are accepted, recorded and confirmed accurately in accordance with company procedures.
• Maintain excellent standards of telephone and email communication in line with Neville Hotels brand standards and SOPs.
• Manage group enquiries, rooming lists and contracts while ensuring company policies and cancellation procedures are followed.
• Work closely with the Group Revenue Manager to maximise revenue opportunities, occupancy and rate performance.
• Monitor competitor activity, market trends, pricing, seasonality and business mix, sharing insights with the leadership team.
• Ensure accurate and complete entries within the Hotsoft property management system.
• Identify opportunities to upsell hotel facilities and maximise guest spend.
• Build strong relationships with the Front Office, Sales, Revenue and Operations teams.
• Convert enquiries into confirmed business and communicate potential sales opportunities.
• Resolve guest queries and complaints in a professional manner, ensuring guest satisfaction at all times.
• Complete additional duties as required to meet the needs of the business.

Skills

Fluent English

Customer care

Organisational skills

Prioritisation

Communication

Distribution channels knowledge

Tools

Hotsoft PMS

Job description

The Tower Hotel & Leisure Centre, Waterford is currently recruiting for an experienced Reservations Manager to join our team. This is a fantastic opportunity for an ambitious reservation professional to progress their career within Neville Hotels, a growing Irish hotel group with a collection of exceptional 4 and 5-star properties.

As Reservations Manager you will oversee the day-to-day operation of the Reservations Department, maximise revenue opportunities, develop the team and ensure guest