Job Title: Reservations Manager
Location: Cork/Killarney
Department: Reservations
Reports To: Group Revenue Manager/Group Director of Revenue
Position Overview:
We are seeking a highly organised and customer-focused Reservations Manager to oversee and manage the reservation processes for Hayfield Family Collection. The ideal candidate will ensure a seamless guest experience from initial inquiry to booking confirmation, maintaining optimal occupancy levels and providing exceptional customer service. This position requires strong leadership, attention to detail, and the ability to handle high volumes of reservations.
Key Responsibilities:
1. Reservations Management:
Oversee and manage all incoming reservations via phone, email, online booking systems.
Ensure accurate data entry and proper handling of booking inquiries.
Review and optimise reservation systems to maximise occupancy and revenue.
2. Team Leadership & Training:
Lead, train, and develop the reservations team to provide excellent customer service.
Monitor team performance and provide coaching, support, and guidance as needed.
Create and implement training materials for new hires and ongoing employee development.
3. Customer Service Excellence:
Address and resolve any guest complaints or concerns related to reservations promptly and professionally.
Provide recommendations and personalised services to enhance guest satisfaction and encourage repeat business.
Maintain consistent communication with other departments (e.g., front desk, sales, and events) to ensure a smooth experience for guests.
4. Booking and Scheduling:
Analyse reservation trends and adjust staffing to meet demand.
Monitor reservation channels to prevent overbooking or conflicts, ensuring high customer satisfaction.
Coordinate with the marketing team to promote special offers and packages, increasing occupancy during peak and off-peak periods.
5. Reports & Analytics:
Generate and review daily, weekly, and monthly reservation reports, identifying patterns and areas for improvement.
Analyse booking data to forecast trends, occupancy rates, and potential issues.
Report any issues or discrepancies with reservations or payments to the management team.
6. System Maintenance:
Ensure the reservation system is functioning properly and is regularly updated with accurate information.
Liaise with IT or external vendors to resolve any technical issues related to the booking system.
7. Revenue Management:
Assist in implementing pricing strategies, promotions, and upselling techniques to maximise revenue.
Work closely with the sales and marketing teams to optimise room, table, or service availability based on demand.
Qualifications & Skills:
1. Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
2. Proven experience (3+ years) in a reservations or front-office management role, ideally in the hospitality or travel industry.
3. Strong leadership and team management skills.
4. Exceptional communication and interpersonal skills, both written and verbal.
5. Proficient in reservation software (e.g., Opera, Channel Manger, Booking Engine) and Microsoft Office Suite.
6. Ability to work under pressure and handle high-volume reservations with accuracy and attention to detail.
7. Excellent problem-solving abilities and a customer-centric mindset.
8. Knowledge of revenue management principles and techniques (preferred).
9. Flexibility to work evenings, weekends, and holidays as needed.
Work Environment:
This position will require working in a fast-paced environment with constant interaction with both guests and the reservations team. The Reservations Manager will work closely with other departments, ensuring coordination and smooth operations for a positive guest experience.
Compensation:
Competitive Salary Depending on Experience
Job Types: Full-time, Permanent
Additional pay:
* Bonus pay
Benefits:
* Bike to work scheme
* Company events
* Employee assistance program
* Employee discount
* Food allowance
* Gym membership
* On-site parking
* Relocation assistance
Schedule:
* Day shift
Work Location: In person
Reference ID: Job Title: Reservations Manager
Expected start date: 06/01/2025
#J-18808-Ljbffr