Job Description

:

We are looking for a customer-focused, service-oriented, and dynamic Hotel Reservations Co-ordinator to join our Front Office Team! The ideal candidate will have exceptional customer service skills, good administrative abilities, excellent attention to detail and be able to manage a steady workload. The role's focus will be to attend to guests' booking queries and ensure that all bookings are converted to sales through proactive up-selling and recorded on the Guestline PMS system while adhering to current legislation.

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.

Website: www.killyhevlin.com

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.

Send and receive emails and monitor the inbox for bookings and take and manage online booking through the online booking system.

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

Excellent written and verbal communication skills

Excellent customer service skills

Good computer skills, with knowledge of booking systems, both in-house and online

Hands-on experience of taking credit/debit card payments over the phone and in-person

Highly self-motivated and able to effectively prioritize own workload and work well under pressure

Knowledge of the local area

Desirable:

Experience of the Guestline PMS system.

Adept with controlling a busy switchboard with an excellent telephone manner

Experience in both group reservations as well as individual reservations.

Able to deal with changing priorities and work demands while maintaining an eye for detail.

Able to deal with people from different backgrounds and possess a strong command of the English language.

Knowledge of OTAs and other hotel related systems

Benefit from being part of our Killy Family!!

Killyhevlin Hotel Ltd has held the Investors in People award since 1999 and is an equal opportunity employer. We offer successful candidates: meal when on duty, uniform & PPE, on-the-job, statutory & job relevant training, secure car-parking, staff room & lockers, discounts on health club membership, discounts on meals & accommodation. We use a facial recognition clock-in system. Wages are paid directly into a nominated bank account fortnightly. We have Employee Recognition and Awards.

Vision: To be the leading hospitality destination in the region

Mission: To deliver excellence to all our customers.

Values:

We are Family -

we aim to exhibit friendliness and warmth in everything we do, we want our guests, customers and staff to feel they belong.

We are Team

- quality standards and consistency happens through teamwork, we continuously challenge ourselves to do better, improving processes, demonstrating integrity, commitment and enthusiasm. We call it the "Killy Way"

We are Community

- rooted in the local community, we support local suppliers and business to work with us and deliver the best experience for our guests, staff and customers.

Job Types: Part-time, Permanent

Pay: 7.55-12.21 per hour

Benefits:

Discounted or free food Employee discount Free parking On-site parking
Schedule:

Monday to Friday Weekend availability
Education:

GCSE or equivalent (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: ResCo0425