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Reservations Agent - Slieve Donard Resort & Spa

The Slieve Donard, recently acquired by Marine and Lawn hotels and resorts will offer a bespoke, hand-crafted hospitality experience designed for travellers embarking upon a once-in-a-lifetime visit.

Position overview

As a Reservations agent your main responsibility at Slieve Donard will be to provide an unrivalled level of personalised service to our guests. Professionalism and dedication will be our hallmark. By ensuring every guest request and desire is fulfilled we will enhance the guest experience, act as a fulcrum for fulfilling management communication, be a permanent link for all other departments in the hotel and actively promote guest satisfaction feedback.


You will hold accountability for instilling consistency of the hotel standards as well as generating and promoting ideas to enhance the ultimate guest experience. In addition the team will also explain any COVID-19 regulations/safety guidelines as our guests arrive and when interacting with them throughout our stay.

You will be a key player in the hotel and are at the heart of the guest’s journey, providing personal interactions and inspiring levels of service. You will be professional, able to converse warmly and have an exceptionally positive attitude.





Important Information
Date Posted: 26th October 2021
Closing Date: 31st October 2021
Industry: Hospitality
Job Type: Full time
Salary: Based on Experience

About the role

What will I be doing?

· Answering all incoming Reservation enquiries, by telephone, or e-mail, in a timely manner, and wherever possible to convert them to bookings. 

· Being fully knowledgeable of the operation, functionality and standards required in using the OPERA reservations system.  

· Inputting reservations into the Property Management System, ensuring all details are accurate and complete in line with the agreed departmental standard.  

· Maintaining accurate filing systems for all correspondence within the department, and ensure all filing is completed daily.  

· Ensuring all system traces are actioned on a daily basis to ensure all 'no-shows' from the previous night are followed up and charged accordingly  

· Performing general office duties such as photocopying, scanning, filing daily 

· Pro-actively calling all upcoming arrivals in line with the agreed timeframe provided. 

· Encouraging the upselling of products, rooms & amenities. 

· Working alongside Sales, Front Office & Revenue to ensure all enquiries are handled in the most appropriate manner 

· Creating and distribute reports to relevant HOD’s in a timely manner weekly. 

· Providing Executive managers with monthly reporting of Guest Information as requested. 

· Supporting the Front office team in all duties as required. 

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What you will need

Required criteria

  • Positive attitude and someone who makes our guests smile.
  • Genuinely friendly and caring.
  • Enjoys working as part of a team.
  • High resilience and adaptability.
  • Good communication and immaculate presentation.
  • Expert level attention to detail.
  • Thirst for knowledge of all revenue streams.
  • Proficient in IT.

Desired criteria

  • Hotel reservations experience would be advantageous.
  • Previous experience of Opera would be beneficial.

Professional skills you’ll need for this job opportunity

Customer Relationship Management

Customer Relationship Management

Customer Service Telephony

Customer Service Telephony

Ability to Identify and Anticipate needs

Ability to Identify and Anticipate needs

Microsoft Office Suite

Microsoft Office Suite

Reservation skills

Reservation skills

Hastings Hotels

Our vision is to be recognised as a prestigious, family company providing the finest in Irish hospitality with style and excellence.

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Hastings Hotels owns and operates six hotels in Northern Ireland, with over 1,000 bedrooms, two stand-alone grill bar/restaurants and two luxury spas. From city centre buzz to seaside resort, each outlet has a distinctive personality and market positioning. Over 50 years this family owned business has successfully earned its identity and in a crowded market place because we place quality at the heart of what we do. Quality in the design of our properties and their upkeep. Quality in the local sourcing of the food and drink we offer our guests. And quality in our people, people with personality, attention to detail, and a desire to develop their careers with us.

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Our guests remember small details. The open fires in the front hall. The supremely comfy beds. The fabulous breakfast... and the interactions they had with our staff. It is more important that you have the correct behaviours and attitude than every last qualification... we can help you attain that. We place great attention on recruitment, induction, and integrating you into your department, your hotel, and the Group. We want you to think about how you want to develop your career with us, and we promise to do what we can to help you on that journey. As a result, we are proud to have some of the best staff retention levels in the hospitality industry.

Our benefits

Vacation/Paid Time Off

Retirement Plan and/or Pension

Employee Development Programs

Employee Discounts

Competitive Salary

Event tickets

Preferential Room Rates

Family and Friends Rates

Discount on Meals Purchased

Discount on Spa Treatments/Products

Discount in Gift Shop

Long Service Recognition

Free Meals during shifts

Free parking/Discounted parking

Reservations Agent - Slieve Donard Resort & Spa

Our vision is to be recognised as a prestigious, family company providing the finest in Irish hospitality with style and excellence.