Reservations Co-ordinator

**RESPONSIBLE TO: General Manager and Deputy General Manager.**

**HOURS**:This is a permanent part-time position based on 3 shifts per week. Flexibility will be required as weekend work may be required. There may be an option of a full-time role. There is a 6-month probationary period.

**JOB LOCATION**:Killyhevlin Hotel Ltd, 209 Dublin Road, Enniskillen, Co. Fermanagh, BT74 6RW

**SALARY**:Attractive competitive salary.

**About our business**:

- This established, well-known 4-star hotel in the Fermanagh Lakelands has been owned by the Watson Family since 1976 and is a notable business with a reputation for excellence in customer service and, while there is a strong seasonal emphasis due to location, the hotel is open all year round providing a solid function and dining business to our local community. The hotel comprises of 71 tastefully decorated bedrooms, 20 self-catering lodges (14 Lakeside & 6 Woodland with private hot-tubs), 12 Lakeside Studios, a private members Health Club, Elemis Spa with relaxation zone, expertly maintained grounds with lake frontage and unique scenic views. On-site facilities include a secure children’s outdoor play area and Padel Tennis court, affiliated to the Padel Federation of Ireland _
- Food outlets include the Lakeside Grill Bar and Lounge serving carvery lunch, snack menu and evening grill bar menu, the Konservatory serving afternoon teas, and Kove restaurant. The Boathouse Bar offers an extensive range of quality alcoholic beverages, cocktails and wines and specialist coffees._
- 3 function rooms cater for private dinners, weddings, and events ranging from 80 to 400. Our Sunday Family Carvery caters from 150 to 700 on speciality occasions such as Mother’s Day and our famous Santa Sundays. _
- Awards collected include: AA 4-star silver, Hotel of the Year, Wedding Venue of the Year, Excellence in Customer Service, CIM Marketing Excellence, Investor in People._

**Responsibilities**

Answer phone calls and attend to guests' requests to book rooms/ self-catering or events at the hotel.

Check on the internal booking system and make the booking for the guest including dining reservations.

Accurately input reservation details into the Guestline PM System ensuring completeness and correctness of the reservation record and any related filing of correspondence.

Assist guests with inquiries, requests, changes and modifications to their reservation for dates, room type, special accommodation and provide solutions to ensure guest satisfaction.

Promote hotel services, accommodation types, amenities & packages to guests during the booking process, identifying opportunities for upselling and enhancing the guests’ experience and maximising revenue.

Have a thorough understanding of hotel products and facilities (and those of our local competitors) to ensure guest and customer needs are met and exceeded.

Confirm reservations with guests, providing confirmation details, reservation policies and relevant information to ensure guests have an excellent stay.

Obtain payment information and run credit/debit card payments when required.

Liaise and consult with the other Reservation and reception staff in respect of OTAs, group and agency bookings, special rates and discounts.

To ensure the overbooking and close out procedure is in accordance to the hotel and company guidelines.

Liaise and consult with the other Reservation and reception staff as well as other departments to provide detailed handovers including all amendments, late bookings and special requests so that the next shift runs smoothly and to ensure a seamless guest experience.

Provide outstanding customer service to all guests at all times, sending out requested information to potential guests as per hotel standards.

Follow up with guests who may have had an issue with online or telephone bookings and work with the relevant departments to resolve problems promptly and satisfactorily.

Support the hotel’s sales and revenue management efforts by identifying opportunities for room sales, optimizing occupancy and implementing strategies to maximise room revenue and profitability.

Maintain accurate records of reservation activities, including guest profiles, booking statistics, revenue reports and generate reservation related reports as needed for management analysis and decision making.

Assist with Christmas and Special Event bookings as required.

Cover reception breaks if required and support the hotel operation in times of high demand and to understand that business demands sometimes make it necessary to move personnel from their accustomed shift and an amount of flexibility is required and appreciated.

Actively work as part of the team to achieve the department and hotel objectives successfully.

**Requirements**:
Good standard of education with Maths and English minimum grade B at GCSE.

An industry recognised degree in hospitality or clerical work would be an advantage or two years' experience in a similar role

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