Reservations Executive

About The Ebrington Hotel

The Ebrington Hotel & Spa is a unique luxury venue and is situated in the heart of the city overlooking the River Foyle. We understand the key to delivering exceptional quality of service comes from building a team of passionate professionals with a guest-focused attitude.

The Ebrington Hotel is now seeking to recruit Reservations Staff for their premises, Ebrington Square, Derry-Londonderry:

Reservations Staff – Job Details

Job Reference: RES1024 (please reference this with your application)

Contract: Full Time Permanent

Start date: TBC

Salary: Competitive

Hours of work: Full Time - 40hrs

Main Duties and Responsibilities

• Monitor all incoming Reservations and correspondence, ensuring all requests are responded to in accordance with the company’s standards. Handle all payments in relation to room bookings.
• Maintain The Ebrington “Tone of Voice” and diction while answering all phone calls, upholding the culture level of standards set by the management team.
• Maintain a good knowledge of the hotel's services and current packages/room rates in order to deal with daily client bookings and enquiries.
• Establish strong relationships with the other departments (Reception, Accounts, Sales, etc.).
• Upsell, secure no shows revenue, Test calls, etc., and develop new ideas to improve processes.
• Ensure all administrative procedures are completed accurately and in accordance with the departmental and hotel guidelines.
• Handle group rooming list entry including awarding contractual concession assignment and establishing accurate billing.
• Supervise provisional bookings and release dates.
• Ensure departmental SOPs are followed and kept up to date.
• Assist in training for new Reservations teammates in all aspects of their job, including Health Safety procedures; ensure training plans and records are up-to-date.
• Assist in achieving guest satisfaction and rooms revenue goals by supporting the Front Office operation.
• Deal with guest comments, both compliments and complaints, and develop strategies to improve the level of service.
• Check front office equipment regularly and maintain front office supplies.
• Challenge front office staff to utilize yield management, occupancy, and average room rate to maximize rooms revenue.
• Assist in coordinating billing with the accounting department.
• Perform other related duties as assigned by management.

Essential Criteria

• Minimum of 1 year's experience in a reservations role in a 4/5 star hotel operation.
• Demonstrated ability to work in a team environment and provide excellent customer service.
• Strong communication skills and the ability to work under pressure.
• Demonstrated ability to use reservation systems and software.
• Experience in analysing reservation data and making recommendations to improve room occupancy and revenue.

Desirable Criteria

• Background in a busy hotel environment.
• Experience handling a Channel Manager and booking engine.
• Protel knowledge.

How to apply

To apply for this position, please send your CV to careers@theebrington.com quoting the job reference code above; clearly outlining how you meet the criteria before 31st October, 2024.

The Ebrington Hotel is an equal opportunities employer.

We are unable to offer sponsorship for this position at this time.

Job Types: Full-time, Permanent

Benefits:

• Discounted or free food
• Employee discount
• On-site gym

Schedule:

• Monday to Friday
• Weekend availability

Work Location: In person

Reference ID: RES1024