The Ardilaun Hotel is seeking a full time Reservations Coordinator to join our team. As the first point of contact for our guests, you will play a crucial role in delivering a great customer experience. The candidate must have a pleasant personality, is guest focused and strive to deliver exceptional customer service.
Responsibilities & Tasks:
* To operate the telephone in an efficient, friendly manner, to the standard of procedures at all times
* To ensure all reservations are accepted, recorded and confirmed in accordance with hotel policy and in an efficient and courteous manner.
* To assist the Reservations Manager & Revenue Executive in implementing and enforcing financial controls to achieve maximum revenue on any given day
* To develop a strong working relationship with colleagues in your department as well as front office and other related departments
* To ensure accurate and correct entries are loaded to our reservations system in accordance with hotel standards.
* To be responsible for the reservation enquiries inbox, responding to all guest's in a business-like, friendly, efficient and appropriate manner.
* To assist with group bookings, group quotes & inputting groups as necessary ensuring that all details are correct.
* To Upsell and Cross Sell all products within the hotel on a daily basis
* Forward planning on a daily basis to assist the operational team in planning ahead
* To ensure that all account to company bills have the relevant backup and to liaise with reception & our accounts team in sorting out any queries from guest billing.
* To update hotel availability and amend rates via our Channel Manager and OTA's when required
* To monitor internet sites ensuring that our rates and availability is in line with our competitors and what the market place.
* To have a thorough knowledge and understanding of all standards of performance and delivery within the front office departments.
* To deal with any customer complaints in a professional and efficient manner, ensuring guest satisfaction at all times.
* To be aware of rooms market around the area/city ensuring that we respond to all the variable factors.
* To assist with Administration duties in other departments as required
* If & When the business requires, provide support to Front Office
Requirements:
* Fluent English, spoken and written
* High stamina to effectively operate in a fast paced environment
* Strong negotiation skills
* A smart and professional business manner
* Excellent communication and organization skills.
* Natural problem-solving skills
* Ability to manage multiple bookings
* Strong Attention to detail & customer care
* Previous reception or reservations experience is essential
* Strong telephone manner
* Proficient in Microsoft office, predominantly excel
* This role is Tuesday- Saturday.
Benefits:
* Free access to the Leisure Club
* Employee Assistance Programme
* Parking
* Meals on Duty
* Discounts throughout the hotel
* Uniform provided
* Pension Plan
* Employee Referral Programme
* Certified as a Great Place to Work