Reservations Manager

About The Heritage

Located in the unspoilt Laois countryside, The Heritage offers sophisticated elegance coupled with exceptional hospitality. Our luxury, world-class hotel boasts a European Award-Winning Spa and extensive facilities including a Health Club with Leisure Pool, Jacuzzi, Sauna and Steam rooms, a 5km Walking Track, and an on-site Cinema.

Role Objective

Reporting directly to the Revenue Manager, the Reservations Manager will oversee the smooth operation of the reservations department, ensuring guests receive superior service quality. This role also entails providing comprehensive daily, weekly, and monthly reservations reports.

Main Responsibilities

• Lead and manage the Reservations Department team, organizing team schedules to meet operational demands.
• Motivate employees to achieve maximum revenue and service levels per staff member, keeping them informed of departmental objectives.
• Monitor overall service quality, interdepartmental collaboration, and teamwork daily; take corrective actions as needed.
• Foster strong relationships with corporate and leisure clients, as well as guests, anticipating their needs to encourage repeat visits.
• Promote a sales-oriented culture among the team members.
• Collaborate closely with all hotel departments and management to ensure guest expectations are surpassed.
• Handle all customer inquiries and complaints promptly in line with hotel operational standards.
• Maintain and update Standard Operating Procedures (SOPs) and ensure thorough training of team members.
• Conduct training for the team focused on standards and exceptional customer service.
• Support the Revenue Manager in executing departmental projects and initiatives.
• Create an engaging and motivating work environment for the entire team.
• Guide and mentor staff to encourage ongoing learning and development.
• Consistently verify the accuracy and quality of reservation data inputs.
• Work in partnership with the hotel sales and reservations teams to ensure seamless service delivery.

Key Requirements

• A minimum of 2 years’ experience in a comparable Reservations Manager or supervisor role.
• Outstanding communication abilities.
• Self-driven with a positive mindset.
• A deep passion for hospitality and commitment to delivering excellent service.
• Ability to build and maintain effective relationships with colleagues and customers.
• Proven ability to inspire, motivate, and empower team members to enhance performance and meet targets.
• Foster a positive workplace atmosphere aligned with company core values.
• Proficiency in property management software, especially Opera.

Our Core Values

• Guest-centric mindset
• Mutual respect
• Unified teamwork
• Strive for excellence
• Accountability and delivery

Employee Benefits

• Discounted stays at other FBD hotel properties
• Access to the Health Club facilities
• Employee referral program
• Opportunities for professional learning and development
• Employee Assistance Program for well-being support
• Meals provided during working hours
• Exclusive discounts on Home, Travel, and Car insurance with FBD Insurance
• Participation in the Bike to Work Scheme
• Recognition initiatives for employee achievements
• Certified Great Place to Work environment

If you are ready to advance your career with us as a Reservations Manager, we invite you to apply for this exciting opportunity.