Reservations Agent

About The Heritage

The Heritage is a refined hospitality destination located in the peaceful Laois countryside. It includes a luxury, internationally recognised hotel and an award-winning European spa, along with a range of on-site guest facilities such as a health club, leisure pool, jacuzzi, sauna, steam rooms, a 5 km walking track, and a cinema.

An opportunity has opened for an experienced Reservations Agent to become part of the existing team.

Main Duties

• Present a consistently professional image, attitude, and approach when dealing with both internal teams and external guests.
• Serve as the first welcoming voice of the hotel and help establish a high standard of guest experience from the outset.
• Develop a strong working knowledge of the reservations function and the Opera system.
• Answer incoming calls quickly and with courtesy, offering clear and helpful assistance.
• Support hotel sales and revenue goals by making the most of every booking opportunity.
• Manage enquiries received by phone and email.
• Use guest history records to recognise preferences and ensure they are followed up through effective communication.
• Handle guest correspondence in a professional, efficient, and courteous way.
• Take responsibility for guest concerns or complaints and manage each situation calmly and appropriately.
• Greet every guest in a warm, professional, and welcoming manner, maintaining strong customer care throughout the booking journey.
• Work in line with reservations standard operating procedures on every call.
• Pass all new business leads to the Sales/Events team.
• Complete call-backs within the required timeframe.
• Collaborate closely with Reception, Events, Sales & Marketing, Food & Beverage, and other departments involved in hotel sales and revenue.
• Track reservation leads and enquiries through to follow-up and closure.
• Maintain sound knowledge of the local area, including its history, facilities, and attractions.
• Respond to guest requests promptly and efficiently.
• Stay organised and work in a structured, efficient manner at all times.
• Ensure all phone calls are answered politely and without delay.
• Give complaints the appropriate attention, document them properly, and respond as quickly as possible.
• Prepare and send contracts for group bookings when needed.

About The Heritage Values

The Heritage is guided by five core values that support a people-focused culture and help employees grow within the business:

• Think about the guest
• Be respectful
• Work as one
• Be the best
• Own it and deliver it

Benefits of Working with The Heritage

• Reduced rates at other FBD properties
• Membership to the health club
• Learning and development support
• Employee assistance programme
• Meals provided while on duty
• Discounts on home, travel, and car insurance through FBD Insurance
• Bike to Work Scheme
• Employee recognition initiatives
• Certified Great Place to Work environment

Application Note

If you feel this role matches your experience and career goals, submit your CV for consideration.