Malone Hotel has a fantastic opportunity for a motivated and customer-focused Reservations Agent to join the reservations team on a part-time basis. The ideal candidate will be responsible for handling guest bookings, assisting with enquiries, and ensuring a high standard of service throughout the reservations process. The Reservations Agent will play an important role in supporting occupancy and revenue by delivering excellent customer service and maintaining accurate reservation records.
The successful candidate will be required to work 20 hours per week.
About The Role
Key Accountabilities:
Reservations Management:
* Handle day-to-day reservations, ensuring all bookings are processed accurately and efficiently.
* Manage room bookings via phone, email, and online systems.
* Maintain accurate records of reservations, including guest preferences and special requests.
Revenue Optimisation:
* Develop and implement strategies to maximise room revenue, including yield management and upselling techniques.
* Analyse market trends, competitor rates, and booking patterns to make informed pricing decisions.
* Collaborate with the sales and marketing team to develop and execute promotional campaigns.
Customer Service:
* Provide a high standard of customer service at all times.
* Respond to guest enquiries promptly and professionally.
* Handle reservation changes, cancellations, and general queries efficiently.
Team Management:
* Recruit, train, and supervise reservations agents, providing ongoing coaching and support.
* Conduct regular performance evaluations and provide feedback to team members.
* Foster a positive and productive work environment, encouraging teamwork and professional development.
System Management:
* Oversee the maintenance and functionality of the reservations system (PMS) and related software.
* Ensure data accuracy and integrity within the reservations system.
* Train staff on system use and updates, ensuring adherence to standard operating procedures.
Reporting and Analysis:
* Generate and analyse reservations and revenue reports to identify trends and opportunities for improvement.
* Prepare forecasts and budgets for the reservations department.
* Present findings and recommendations to senior management.
Relationship Management:
* Build and maintain strong relationships with travel agents, corporate clients, and other key partners.
* Represent the hotel at industry events and networking functions.
* Collaborate with other departments to ensure seamless guest experiences.
Working Conditions:
* This position may require working evenings, weekends, and holidays.
* The role involves frequent use of computer systems and occasional lifting of materials.
The above is designed to help you in the understanding of your role and is not intended to be a definitive list of your duties, as flexibility in meeting the Company's and guests’ needs is required by all employees. You will also perform other reasonable business duties as assigned by the line manager.
Company Benefits:
As an award-winning, family-owned hotel, we offer our staff the chance to become “part of the family!” Your employee benefits will include the following:
* Competitive salary and performance-based bonuses.
* Internal growth and professional development opportunities.
* 28 days holiday for full-time staff.
* Departmental incentives, including employee discounts on hotel stays and dining.
* Discounted friends and family rates.
Required Criteria
* Strong experience in hotel reservations or front office operations.
* Excellent communication and people skills.
* Proven ability to manage and motivate a team.
* Strong analytical and critical thinking skills.
* Proficiency in MS Office Suite.
* Knowledge of revenue management principles and strategies
Desired Criteria
* Proven experience working within a Hotel environment.
Skills Needed
Hospitality, Exceptional Customer Service Skills, Reservation skills, Supervisory Skills
About The Company
The Malone is a veritable secret, a hidden treasure boasting everything you want in a hotel: spacious bedrooms and suites, function rooms for inspirational wedding celebrations or corporate events and the very best of that famous Irish hospitality, every step of your stay.
The Guinness is perfectly poured in our Greyhound bar – enjoy with some smoked salmon and wheaten bread or indulge in a meal to remember in the Gallery Restaurant.
Here at The Malone, we have generations of experience in welcoming guests. First opened in 1945 as ‘The Bowness’, for the last 30 years, The Malone has been owned and run by two generations of the Macklin family.
Relax and unwind with us. A warm Irish welcome to you!
Company Culture
We are always looking for enthusiastic and talented individuals to join our team.
As a family owned hotel, you're not only part of the team, you're part of the family.
Our commitment to our people is to deliver a great place to not only work, but thrive. Relationships are important to us, those we have with our guests and with one another.
The Malone inspires its teams to live by the company's core values;
- Treat people really well
- Openness, trust and understanding
- The highest standards
- Perseverance and enjoyment
- One step ahead
- Flexibility
Internal development and progression is key to our success, having been in business for 30 years.
Company Benefits
We believe everyone has the right to grow and develop and we actively encourage those who want to make a career in hospitality, with internal and external training.
Employees have the opportunity to enjoy a variety of benefits whilst working at The Malone Hotel.
Vacation, Paid time off, Performance bonuses, Retirement plan and/or pension, Office perks, Employee development programs, Free parking, Open office, Competitive salary, Preferential room rates, Family and friends rates, Long service recognition, Progression opportunities
Salary
Not disclosed