Reservations Manager
The Malone Hotel have a fantastic opportunity for an experienced and highly motivated Reservations Manager to lead our reservations team. The ideal candidate will be responsible for managing the reservations process, maximising room revenue, and ensuring exceptional service to our guests. The Reservations Manager will play a crucial role in driving occupancy and average daily rate (ADR) through effective sales strategies, exceptional customer service, and efficient reservation systems.
The successful candidate will be contracted to 37.5 hours per week.
About the role
Key Responsibilities:
Reservations Management:
Oversee the daily operations of the reservations department, ensuring efficient handling of room bookings.
Monitor and manage room inventory to optimise occupancy and revenue.
Maintain accurate records of reservations and ensure that guest requests and preferences are met.
Revenue Optimisation:
Develop and implement strategies to maximise room revenue, including yield management and upselling techniques.
Analyse market trends, competitor rates, and booking patterns to make informed pricing decisions.
Collaborate with the sales and marketing team to develop and execute promotional campaigns.
Customer Service:
Ensure the highest level of guest satisfaction by providing prompt and courteous service.
Manage complex reservation requests, changes, and cancellations with professionalism.
Resolve guest complaints and issues related to reservations promptly and effectively.
Team Management:
Recruit, train, and supervise reservations agents, providing ongoing coaching and support.
Conduct regular performance evaluations and provide feedback to team members.
Foster a positive and productive work environment, encouraging teamwork and professional development.
System Management:
Oversee the maintenance and functionality of the reservations system (PMS) and related software.
Ensure data accuracy and integrity within the reservations system.
Train staff on system use and updates, ensuring adherence to standard operating procedures.
Reporting and Analysis:
Generate and analyse reservations and revenue reports to identify trends and opportunities for improvement.
Prepare forecasts and budgets for the reservations department.
Present findings and recommendations to senior management.
Relationship Management:
Build and maintain strong relationships with travel agents, corporate clients, and other key partners.
Represent the hotel at industry events and networking functions.
Collaborate with other departments to ensure seamless guest experiences.
Working Conditions:
This position may require working evenings, weekends, and holidays.
The role involves frequent use of computer systems and occasional lifting of materials.
Company Benefits:
As an award-winning, family-owned hotel, we offer our staff the chance to become “part of the family!” Your employee benefits will include the following:
Competitive salary and performance-based bonuses.
Internal growth and professional development opportunities.
28 days holiday for full-time staff.
Departmental incentives, including employee discounts on hotel stays and dining.
Discounted friends and family rates.
This job description is not exhaustive; the job holder may be required, from time to time, to conduct tasks as and when requested by Hotel Management.
Interviews may take place prior to the job advertisement closing as and when suitable applications are received. If a suitable candidate is appointed, the role may close early. Please do not hesitate to submit your application promptly.
In addition, we also reserve the right to enhance the criteria at the shortlisting stage.
What you will need
Required criteria
- Strong experience in hotel reservations or front office operations.
- Proven experience in a supervisory or managerial role.
- Excellent communication and people skills.
- Proven ability to manage and motivate a team.
- Strong analytical and critical thinking skills.
- Proficiency in MS Office Suite.
- Knowledge of revenue management principles and strategies
Desired criteria
- Proven experience working within a Hotel environment.
Professional skills you’ll need for this job opportunity
Hospitality
Exceptional Customer Service Skills
Reservation skills
Supervisory Skills
The Malone Hotel
The Malone is a veritable secret, a hidden treasure boasting everything you want in a hotel: spacious bedrooms and suites, function rooms for inspirational wedding celebrations or corporate events and the very best of that famous Irish hospitality, every step of your stay. The Guinness is perfectly poured in our Greyhound bar – enjoy with some smoked salmon and wheaten bread or indulge in a meal to remember in the Gallery Restaurant. Here at The Malone, we have generations of experience in welcoming guests. First opened in 1945 as ‘The Bowness’, for the last 30 years, The Malone has been owned and run by two generations of the Macklin family. Relax and unwind with us. A warm Irish welcome to you!
We are always looking for enthusiastic and talented individuals to join our team. As a family owned hotel, you're not only part of the team, you're part of the family. Our commitment to our people is to deliver a great place to not only work, but thrive. Relationships are important to us, those we have with our guests and with one another. The Malone inspires its teams to live by the company's core values; - Treat people really well - Openness, trust and understanding - The highest standards - Perseverance and enjoyment - One step ahead - Flexibility Internal development and progression is key to our success, having been in business for 30 years.
Our benefits
We believe everyone has the right to grow and develop and we actively encourage those who want to make a career in hospitality, with internal and external training. Employees have the opportunity to enjoy a variety of benefits whilst working at The Malone Hotel.