Reservationist

Job Title: Reservations Agent

Location: Lough Erne Resort, County Fermanagh, Northern Ireland

Position Type: Full-time

About Lough Erne Resort:

Lough Erne Resort is a prestigious and award-winning luxury resort located in the picturesque County Fermanagh, Northern Ireland. Nestled on the banks of Lough Erne, our resort offers world-class accommodations, championship golf courses, a stunning spa, and exceptional dining experiences. We are dedicated to providing our guests with unparalleled service, making their stay a memorable and enjoyable one.

Job Description:

Reservation Agent at Lough Erne Resort will manage room bookings via phone, email, and online, handling inquiries, making reservations, modifications, and cancellations while providing excellent guest service, ensuring accurate data entry in our reservation system in accordance with PCI and GDPR guidelines, and maximizing occupancy by understanding hotel rates and availability.

 Key duties include processing individual and some group bookings, resolving guest queries, managing payments, booking dining requirements, Voucher Sales and communicating effectively with guests and other hotel departments to create a positive guest experience from first contact to stay. 

Key Responsibilities

• Booking Management: Handle new reservations, amendments, and cancellations for individuals and groups. This also includes any dining requirements.

• Guest Communication: Respond promptly and professionally to phone, email, and online inquiries.

• Sales & Upselling: Convert inquiries into bookings, promote hotel features, and maximize occupancy.

• Data Entry: Accurately input guest details, booking specifics, and market codes into Opera - Property Management system, Res Diary - Dining booking system and OTA's

• Guest Support: Assist with special requests, VIP arrangements.

• Coordination: Liaise with Front Office, Sales, and other teams for group arrivals, billing, and guest needs.

• Reporting: Accurately report no-shows and handle daily checklist tasks

  Prior knowledge of PMS is not required as full training on all systems will be completed.

Qualifications:

- Previous experience in a similar role in the hospitality industry is preferred.

- Exceptional customer service and communication skills.

- Proficiency in using hotel management software and reservation systems.

- Strong organisational and multitasking abilities.

- Attention to detail and a commitment to delivering exceptional guest experiences.

- Availability to work flexible hours, including evenings, weekends, and holidays.

How to Apply:

If you are enthusiastic about providing top-notch guest service and want to be part of a dynamic team at Lough Erne Resort, please submit your cv and a cover letter detailing your relevant experience and why you are the ideal candidate for this position.

Lough Erne Resort is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage applications from candidates of all backgrounds.

• compute all guest billings, accurately post charges to guest rooms and house accounts

• listen and respond to guest queries and requests both in-person and by phone

• liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests

• close guest accounts and check guests out

• review accounts and charges with guests during the check-out process

• process accurate payment of guest accounts

• maintain a neat and orderly front desk and reception area

Education, Skills and Experience

• guest/customer relations experience, preferably in a hospitality environment

• numeracy skills

• administrative skills