Reservations Manager

About The K Club

The K Club is a prestigious 5-star resort nestled in the picturesque Irish countryside near Dublin, renowned for its rich history and exceptional service. Spanning a 550-acre estate, the resort offers diverse career opportunities supported by a collaborative and supportive team environment. Certified as a Great Place to Work by its employees, The K Club encourages innovative thinking and values the contributions of its dedicated staff.

Role Overview

As Reservations Manager, you will play a crucial role in coordinating the hotel's reservation operations while ensuring excellent customer service. You will oversee multiple systems including IDeaS, Opera, Netaffinity, SiteMinder, and SynXis to optimize booking processes and pricing strategies. Your responsibilities will include managing communications, analyzing booking trends, mentoring staff, and assisting in revenue and pricing meetings.

Key Responsibilities

• Manage hotel reservations through phone and email communications, ensuring timely responses within 48 hours.
• Oversee the Reservations mailbox by prioritizing and forwarding emails as necessary.
• Create and maintain an events and demand calendar, updating it into internal systems.
• Assist in devising pricing strategies based on seasonal occupancy and market factors.
• Regularly review competitive rate shopping reports to maintain a strong market position.
• Prepare daily pick-up and weekly booking momentum reports.
• Manage and optimize the setup of various reservation systems to ensure smooth operations.
• Participate in revenue meetings, providing timely and accurate reports in the absence of the Director of Revenue.
• Develop client relationships and collaborate with key account managers to enhance online business channels.
• Produce monthly analysis reports summarizing reservation activities by channel and segment.
• Train, mentor, and develop Reservations Agents for career advancement.
• Work independently and proactively contribute to business development initiatives.
• Forecast bookings for upcoming months and ensure accurate market segmentation in reservations.
• Manage online packages and rates uploading to multiple platforms including website and third-party channels.
• Oversee room blocks, check processes, and the washdown and rooming list procedures.
• Collect customer feedback related to reservations and escalate issues to management.
• Follow up on Tour Operator bookings to ensure pre-payment 30 days before arrival.
• Complete weekly arrivals reports, VIP reports, and process travel agent commissions.
• Implement staff training and retraining on systems and workflows.
• Collaborate with the Director of Revenue to maintain and review SOPs.
• Monitor service standards, staff uniforms, behaviour, and attendance, managing rostering and timekeeping systems.
• Communicate staff concerns to hotel management and participate in probation reviews, appraisals, coaching, and counselling.
• Maintain positive working relations within the department and supervise Group Reservations accuracy and upselling efforts.
• Serve as acting Director of Revenue during their absence.

Qualifications and Skills

• Prior experience in a comparable role is essential.
• Familiarity with Opera and Concept reservation systems is advantageous.
• Outstanding communication and customer relationship skills.
• Ability to quickly adapt and perform efficiently in a fast-paced environment.

Benefits and Perks

• Certifications as a Great Place to Work.
• Monthly service charge payments.
• Opportunities for ongoing personal development through internal and external training.
• Career advancement prospects.
• Monthly employee recognition programs.
• Refer a Friend Scheme.
• Employee Assistance Programme.
• Social events and company uniforms.
• Complimentary meals during working hours.
• Discounts on resort stays, dining, and golf course usage for employees and their families and friends.
• Life Assurance coverage.

Additional Information

Applications and CVs submitted will be retained for 12 months. Candidates wishing to have their data removed after the application process should explicitly indicate this during submission.