Reservations Agent

Title: Senior Reservations Executive
Reporting To: Revenue & Reservations Manager / General Manager

Company: Canbe Limited
Location: County Arms and Dooly’s Hotel, Birr properties

Purpose of the Role

The Senior Reservations Executive is a central point of contact for guests across Canbe Ltd’s hospitality portfolio, including County Arms, Dooly’s Hotel and The Malt Store. The role is responsible for managing reservation enquiries across all channels while supporting the commercial performance of the business through occupancy growth, revenue generation, and high-quality guest engagement.

The role supports the Revenue & Reservations Manager in the day-to-day management of the reservations function, and deputising for the Revenue and Reservations Manager in her absence. This position plays an active part in driving demand across each property. This includes contributing to strategies that maximise occupancy, improve conversion, and strengthen the online reputation and visibility of the business.

The successful candidate will demonstrate strong communication skills, commercial awareness, and a proactive approach to guest service and business development.

Key Duties and Responsibilities

1. Guest Relations and Reservations Management

• Manage reservation enquiries across Canbe Ltd properties (County Arms, Dooly’s Hotel and The Malt Store) via telephone, email, direct booking channels, and third-party platforms.
• Provide prompt, professional, and consistent responses to all guest and corporate enquiries.
• Process individual and corporate bookings accurately and efficiently in line with company procedures.
• Ensure all guest data is recorded accurately in compliance with GDPR requirements.
• Handle amendments, cancellations, and special requests in a timely and professional manner.
• Maintain accurate reservation records and ensure all booking systems are kept fully updated.
• Manage reservation correspondence and voicemail follow-ups, ensuring timely responses to all queries.

2. Revenue Support and Occupancy Growth

• Support the Revenue & Reservations Manager in achieving occupancy and revenue targets across both properties.
• Actively identify upselling and cross-selling opportunities across bedrooms, packages, dining, wellness, and additional services.
• Develop strong product knowledge across Canbe Ltd offerings to maximise conversion and guest spend.
• Support the monitoring of booking trends, demand patterns, and channel performance.
• Contribute ideas and initiatives to increase occupancy, enhance yield, and support wider sales and marketing activity.
• Participate in bi-weekly revenue and marketing meetings and contribute proactively with insights and suggestions of opportunities to increase rooms rates and occupancy.

3. Online Reputation and Guest Engagement

• Assist in monitoring and responding to guest reviews across relevant online platforms in a timely and professional manner.
• Support the handling of guest feedback, ensuring issues are escalated where appropriate and followed through effectively.
• Assist with social media and online guest queries, ensuring brand tone and standards are maintained at all times.
• Contribute to improving the overall online reputation and visibility of Canbe Ltd properties.
• Discuss trends in our online reviews with the General Manager and work on developing initiatives to expand on positive feedback and rectify any repetitive negative reviews.
• Represent the Canbe Ltd properties at relevant trade shows and/or conferences as required.

4. Coordination with Hotel Departments

• Liaise closely with front office, housekeeping, kitchen, events, and wellness teams across both properties to ensure seamless guest service delivery.
• Support group bookings and coordinate requirements between departments where necessary.
• Ensure clear and accurate communication between reservations and operational teams to support a smooth guest journey.

5. Support and Teamwork

• Provide operational support to front office teams during busy periods when required.
• Work collaboratively across departments and properties to support overall business performance.
• Demonstrate flexibility, initiative, and a positive contribution to team culture.

6. Compliance and Best Practices

• Comply with all Canbe Ltd policies and procedures, including Health & Safety, HR, and GDPR requirements.
• Maintain confidentiality and professionalism in all aspects of the role.
• Support sustainability and waste reduction initiatives across both properties.

7. Training and Development

• Participate in ongoing training and development as required.
• Maintain awareness of industry trends, booking systems, and revenue management practices.
• Demonstrate a continuous improvement mindset and willingness to develop within the role and wider business.

8. General Duties

• Undertake any other reasonable duties as requested by management.
• Consistently uphold the brand standards of Canbe Ltd, County Arms, Dooly’s Hotel and The Malt Store, ensuring a high level of professionalism and guest experience at all times.

Pay: €28,900.00-€32,000.00 per year

Benefits:

• Bike to work scheme
• Employee assistance program
• Employee discount
• Food allowance
• On-site gym
• On-site parking
• Sick pay

Language:

• English (required)

Work authorisation:

• Ireland (required)

Work Location: In person