Reservationist
The Manor House Country Hotel is a four-star, 80-bedroom country hotel situated on the banks of Lough Erne in Co. Fermanagh. As a family-run business for over 30 years, we pride ourselves on delivering exceptional service and creating memorable experiences for every guest who chooses to stay with us.
We are seeking an experienced Reservationist to join our team. This is a key customer-facing role, with a particular focus on reservations, converting enquiries into bookings, maximising revenue and ensuring a seamless guest journey from initial enquiry through to departure.
The successful candidate will be highly organised, commercially aware and confident dealing with guests by telephone, email and in person. They will have excellent attention to detail, a strong sales and customer service approach, and the ability to work effectively in a busy hotel environment.
Main Function of the Position
To take ownership of the hotel's reservations process, ensuring enquiries are handled promptly and professionally and converted into confirmed bookings wherever possible.
The role will also support the smooth running of Front of House, ensuring guests receive a warm welcome and consistently high levels of service throughout their stay.
Main Duties & ResponsibilitiesReservations
- Manage and respond to all hotel reservation enquiries received by telephone, email and other booking channels.
- Convert enquiries into confirmed reservations by understanding guest requirements and confidently presenting suitable accommodation, packages and experiences.
- Maximise occupancy and revenue through effective sales techniques, upselling and cross-selling.
- Proactively identify opportunities to upgrade room types, add packages, dining, experiences and other hotel services.
- Follow up on enquiries and provisional bookings to maximise conversion.
- Accurately process new reservations, amendments, cancellations and special requests.
- Ensure all reservation details, guest preferences and relevant information are recorded accurately within the hotel's reservation system.
- Liaise closely with guests prior to arrival to ensure their requirements are understood and opportunities for additional sales are identified.
- Monitor room availability and assist with the strategic allocation of bedrooms in line with business levels and operational requirements.
- Ensure reservations are accurately communicated to Reception, Housekeeping, Food & Beverage, Events and other relevant departments.
- Maintain a high level of accuracy when dealing with rates, packages, availability and booking information.
- Build positive relationships with repeat guests and encourage future bookings.
Essential Skills & Experience
- Previous experience in a hotel reservations or reception role, ideally at senior level.
- Excellent communication skills and a professional, confident telephone manner.
- Strong sales ability with a proven aptitude for converting enquiries into bookings.
- Ability to upsell accommodation, packages, dining and hotel experiences.
- Excellent attention to detail and accuracy when processing reservations.
- Strong organisational and time-management skills.
- Excellent IT skills and the ability to learn and use hotel reservation systems.
- A professional, positive and customer-focused approach.
Desirable Skills
- Previous experience working with Guestline or a similar hotel property management/reservations system.
- Experience in a dedicated hotel reservations role.
- High level of secondary education, including English and Maths.
- Minimum 2–3 years' experience in a similar hotel reservations/reception role.
Working Hours
As this is a hospitality-based role, applicants must be flexible and willing to work a variable work week, including weekends, bank holidays and Christmas holidays, in accordance with the operational requirements of the hotel.
Salary: Based on experience.
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Employee discount
- Free parking
- Gym membership
- On-site gym
- On-site parking
Work Location: In person
