Reservations Agent

About the Role

Sheen Falls Lodge invites applications for the role of Reservations Agent to contribute to an outstanding five-star guest experience from first contact. The Reservations Agent manages accommodation enquiries and bookings, enhances guest stays through tailored advice, and upholds the property’s luxury standards through warm, professional service.

Key Responsibilities

• Serve as the initial contact for guests, offering well-informed guidance on accommodation options, pricing, packages, and itineraries.
• Handle reservation inquiries via phone, email, and online channels with professionalism and efficiency.
• Convert enquiries into booked reservations while maximizing revenue through effective upselling and cross-selling of rooms and hotel experiences.
• Precisely create, update, and maintain guest bookings in Hotsoft, documenting preferences and special requests.
• Manage room availability and pricing across distribution platforms using D-Edge Channel Manager.
• Develop extensive knowledge of the hotel’s offerings including rooms, dining, packages, and experiences to assist guests reliably.
• Establish strong relationships with guests by recognizing their individual needs and providing personalized service.
• Coordinate closely with Front Office, Sales, Revenue, Food & Beverage, and other teams ensuring seamless guest service from booking to arrival.
• Maintain high levels of accuracy, confidentiality, and meticulous attention to detail at all times.
• Represent the values, standards, and reputation of Sheen Falls Lodge consistently.

Candidate Profile and Requirements

• At least one year’s experience in a similar reservations role, ideally within a five-star luxury hotel environment.
• Excellent command of spoken and written English; confident and professional communication skills via telephone and email.
• Strong organizational skills coupled with exceptional attention to detail.
• A warm, professional demeanor with a strong guest-focused attitude.
• Ability to build positive interpersonal relationships with guests and colleagues alike.
• Commercially aware with the ability to spot opportunities to enhance bookings and increase revenue.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Experience using hotel reservation systems, booking platforms, and CRM software; familiarity with Hotsoft is highly desirable.
• Exposure to D-Edge or an equivalent Channel Manager is advantageous.
• Capability to work independently and collaboratively within the busy luxury hotel setting.

Working Conditions

This is a full-time job requiring five eight-hour shifts within a seven-day cycle. Flexibility is essential, with some shifts extending up to 8:00 pm and weekend or holiday duties rotated among the reservations team.

Employee Benefits

• Competitive salary package.
• Meals provided during shifts.
• Parking facilities available for employees.
• Comprehensive training programs.
• Uniforms provided to staff.
• Staff discounts applicable at sister hotels located in Cork, Dublin, and Wicklow.
• Recognition awards and appreciation events for employees.
• Complimentary golf access at Ring of Kerry Golf Club.
• Employee gym access.
• Participation in the Cycle to Work Scheme.
• Rewards for work anniversaries and birthdays.
• Employee referral bonuses.

Additional Information

Sheen Falls Lodge and Ring of Kerry Golf uphold an equal opportunity employment policy promoting diversity and inclusion. Applicants must have valid authorization to reside and work unrestricted in Ireland.