Reservations Agent

at  The Heritage

The Heritage offers a sophisticated elegance with impeccable hospitality set in wonderful un-spoilt Laois countryside. It comprises of a luxury world class Hotel and European Award Winning Spa. The Heritage also offers guests a number of on site activities such as our Health Club with Leisure Pool, Jacuzzi, Sauna and Steam rooms, 5km Walking Track and Cinema.
We are currently looking to hire a reservation Agent to join our existing reservations team.

Send out contracts for all group bookings where required

• Report for duty clean and tidy, wearing the correct uniform and safety shoes to Company standard ensuring your name badge is worn at all times whilst on duty.
• Clock in/out for all shifts and breaks
• To ensure a high standard of personal hygiene.
• To ensure you Clock In and Clock Out on a daily basis.
• To participate in all training programmes scheduled for you.
• Be fully familiar with all Human Resources policies and procedures as set out in the Company Colleagues Handbook and to abide by these at all times.
• To maintain departmental standards at all times.
• Responsible for ensuring that all start up documents i.e. Contract of Employment, Employee Handbook, Job Description and other relevant forms along with legal requirements such as Photo, Passport, GNIB, letter from college etc.. (In the case of international colleagues) are given to the HR Department prior to commencement of position.
• Ensure that you are fully familiar with the company’s Information Security & PCI DSS Policy and that you have completed your FLOW training
• To attend and support Hotel and departmental meetings as requested.
• To participate in job chats and performance appraisals.
• To work towards achieving high hotel inspection results.
• It is agreed that flexibility of employees is fundamental to the Hotels’ ongoing progress

MAIN DUTIES

• Report for duty on time for your shift.
• Ensure the highest possible standards of appearance, behavior and attitude towards internal & external guests.
• To be the welcoming tone to set the standards of the Hotel.
• To have a full and comprehensive understanding of the reservations department and Opera system.
• Answer telephone calls promptly and in a polite and helpful manner,
• Maximizing sales & revenue for all business within the Hotel.
• Dealing with telephone and email enquiries.
• To be familiar with all guest preferences as recorded in their guest history profile and ensure these requests and preferences are followed up by excellent communication skills.
• Handle all guest correspondence in a courteous and efficient manner.
• Take ownership of situations / guests complaints and handle and control the situation in an appropriate professional manner.

• Ensure all guests are greeted in a friendly, accepting and professional manger and offered the highest customer care and satisfaction throughout their booking process..
  To be fully familiar with the reservations standards as per the SOP ensuring these are met during every call.
  To deal with both group and individual reservations
  Understanding yield and to ensure we achieve the highest average room rate possible.
  Updating files and ensuring all correspondence are updated.
  Understanding and updating the websites when required.
  To liaise with all departments to ensure all requests are adhered to.
  To make every call into a sale.

  To pass every new business lead to the Sales/Events team.

• Ensure call backs are completed in a timely fashion.

• Working as part of the ‘Reservations team’ with close liaison & co-operation in particular with departments such as Reception, Events, Sales & Marketing, Food & Beverage and all other areas that in-corporate sales & revenue for the hotel.
• Identification and most particularly the follow-up of all reservation leads and enquiries into the hotel.
• It is a firm policy that all enquiries & leads must be turned around and responded to within the same day.
• Must be fully conversant with the company’s credit policy and procedures and to ensure they are strictly adhered to at all times.
• To understand the billing process and ensure that all charges are posted in the correct way and with the correct amount to the guest and function accounts.
• To be fully conversant with all facilities within The Heritage Hotel & Spa & FBD Group.
• Must have a comprehensive knowledge of the local surrounding areas in terms of history, facilities & attractions.
• To deal with guests requests in a timely manner.
• To work in an organised and efficient manner at all times.
• To answer all phone calls in a polite and timely manner and to assist all callers.
• To be fully familiar with all groups, conferences and meetings in all areas of the hotel on a daily basis.
• Ensure guest complaint is given the correct attention, documented and a response given as quickly as possible.
• To promote a positive working atmosphere at all times, to communicate with fellow reservations colleagues on a daily basis.

• To assist with any reasonable duties as directed by a Manager.

  Send out confirmation emails for all bookings.

  Send out contracts for all group bookings where required

• Report for duty clean and tidy, wearing the correct uniform and safety shoes to Company standard ensuring your name badge is worn at all times whilst on duty.

• Clock in/out for all shifts and breaks
• To ensure a high standard of personal hygiene.
• To ensure you Clock In and Clock Out on a daily basis.
• To participate in all training programmes scheduled for you.
• Be fully familiar with all Human Resources policies and procedures as set out in the Company Colleagues Handbook and to abide by these at all times.
• To maintain departmental standards at all times.
• Responsible for ensuring that all start up documents i.e. Contract of Employment, Employee Handbook, Job Description and other relevant forms along with legal requirements such as Photo, Passport, GNIB, letter from college etc.. (In the case of international colleagues) are given to the HR Department prior to commencement of position.
• Ensure that you are fully familiar with the company’s Information Security & PCI DSS Policy and that you have completed your FLOW training
• To attend and support Hotel and departmental meetings as requested.
• To participate in job chats and performance appraisals.
• To work towards achieving high hotel inspection results.
• It is agreed that flexibility of employees is fundamental to the Hotels’ ongoing progress.

Our Core Values are the essence of what we stand for as a company and it is our vision to instill a people focused culture within the hotel. These 5 core values give The Heritage a framework for leadership and set the foundations for our employees to grow and prosper in their roles with us

• Think about the guest
• Be Respectful
• Work as one
• Be the Best
• Own it and deliver i