Reservations Agent – Full TIme

Responsible to: Reservations & Revenue Manager

Main Purpose of the Job: Primary focus on reservations: will be expected to provide cover for the Front Desk as required. To adhere to the Kilkenny Ormonde Brand Standards and provide excellent guest care.

AREA OF KEY FOCUS

• To be accountable for the Individual Reservations Process.
• Adherence to and completion of Daily Reservations Task List.
• Management of Emails: To ensure and accurate, professional and timely response to all emails.
• Management of Voicemails: To ensure all voicemails are followed up quickly and professionally.
• Upselling: to actively seek to enhance the guest experience and gain revenue by upselling at every possible opportunity.
• Product Knowledge: To gain a thorough understanding of the Kilkenny Ormonde product and communicate clearly and positively with guests to enhance their experience.
• Intercommunication: To communicate clearly and positively within you own department and within the whole Hotel.
• Team: To actively play a role in the Front Office and Reservations Team and to assist your colleagues where possible.
• Weekly Call Backs: Completion of all Call Backs.
• Accounts: All queries from Accounts and to be prioritised and dealt with.
• No Shows and Cancellations: To be checked, charged and cancelled on Third Party Websites.

Additional Duties

• Ensure customer service excellence when dealing with our guests at all times.
• Ensure that the Brand Standards for Reservations and Front Office are adhered to.
• To ensure that all guest requests are met regarding room allocation i.e.: VIP, special requests, groups requirements etc.
• To ensure that all account to company bills have the relevant backup and a sales ledger account is set up the routine instructions in place.
• To process no shows and ensuring that the revenue is recorded on a daily basis.
• To identify any regular customers, companies and tour groups.
• To file reservations back up in a neat and organised manner on a daily basis, and keep an organized and tidy working place.
• To issue all group contract confirmations for group bookings and to follow up with payment schedules.
• To answer promptly daily enquiries & reservations via phone & email.
• To assist the Front Desk during busy periods (check-ins and checkouts).
• Co-ordinate weekly groups, rooming lists, and communicate to the F&B team.
• To administrate Brand website and Third-Party websites (rates, availability etc.)
• To keep regular contact with tour business for updated numbers and amendments.
• To be aware of the hotel revenue target and aim to achieve it.
• To be knowledgeable about all the different packages and rate on offer at one time
• To ensure that all bookings are inputted with the correct information.
• To carry out all actions and procedures as requested by the revenue manager associated with running the department.
• To report for duty on time and in the correctly presented uniform.
• To attend all training courses as notified to you.
• To accept flexible work schedule necessary for uninterrupted service to Hotel guests.
• To ensure that the company policies, the vision statement and departmental objectives are followed and utilised at all times.
• To adhere to hotel health and safety, fire, emergency and security procedures.

Benefits Of Working With The Kilkenny Ormonde Hotel

• Benefits of working with Kilkenny Ormonde Hotel
• Complimentary Leisure Club Membership
• Complimentary meals while on duty
• Discounted Accommodation Rate in Kilkenny Ormonde and sister property, Absolute Hotel Limerick
• Discounted Accommodation and F & B rates in Windward properties
• Discounted Friends and Family Rate
• Discount on prebooked events in the property
• Employee Referral Scheme
• Uniform Provided
• Christmas Savings Scheme
• Career Development Programme
• Employee Assistance Programme

Please apply with full CV. We are an equal opportunities employer.

Skills

Making Reservations Bookings Administration Reservations Hotsoft

Benefits

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