Reservations Manager – Tower Hotel & Leisure Centre

The Tower Hotel & Leisure Centre, Waterford is currently recruiting for an experienced Reservations Manager to join our team.

This is a fantastic opportunity for an ambitious reservation professional to progress their career within Neville Hotels, a growing Irish hotel group with a collection of exceptional 4 and 5-star properties.

The Role:

• The successful candidate will oversee the day-to-day operation of the Reservations Department, ensuring all enquiries, bookings, groups and guest interactions are managed in a professional and efficient manner.
• Working closely with the hotel management team and Group Revenue Manager, the Reservations Manager will play a key role in maximising revenue opportunities, driving conversion, developing the reservations team and ensuring exceptional guest service standards.

Key Duties & Responsibilities:

• Manage and supervise all aspects of the Reservations Department.
• Lead, support and develop the reservations team through ongoing coaching and training.
• Answer and oversee incoming calls and emails from guests, corporate clients, tour operators, and travel agents, ensuring all are handled promptly and professionally.
• Ensure all reservations are accepted, recorded and confirmed accurately in accordance with company procedures.
• Maintain excellent standards of telephone and email communication in line with Neville Hotels brand standards and SOPs.
• Manage group enquiries, rooming lists and contracts while ensuring company policies and cancellation procedures are followed.
• Work closely with the Group Revenue Manager to maximise revenue opportunities, occupancy and rate performance.
• Monitor competitor activity, market trends, pricing, seasonality and business mix, sharing insights with the leadership team.
• Ensure accurate and complete entries within the Hotsoft property management system.
• Identify opportunities to upsell hotel facilities and maximise guest spend.
• Build strong relationships with the Front Office, Sales, Revenue and Operations teams.
• Convert enquiries into confirmed business and communicate potential sales opportunities.
• Resolve guest queries and complaints in a professional manner, ensuring guest satisfaction at all times.
• Complete additional duties as required to meet the needs of the business.

Experience/Qualifications:

• Previous reservations experience within a 4-star or 5-star hotel environment.
• Previous supervisory or management experience is desirable.
• A positive, friendly, can-do attitude.
• Fluent English, both written and spoken.
• Excellent customer care and communication skills.
• Strong organisational skills with excellent attention to detail.
• Ability to prioritise and manage a busy workload.
• Experience using Hotsoft Property Management System is desirable.
• Knowledge of third-party websites, online travel agents and distribution channels is desirable.

In Return We Offer Excellent Employee Benefits Including:

• Management sick pay scheme. T&C’s apply.
• Health Insurance contribution of €500 per annum.
• €300 per annum upskilling allowance via linked-in learning.
• Management Suit contribution of €300 per person. T&C’s apply.
• One Complimentary Individual or Family Stay in any NH property for 2 Nights B/B per annum.
• Hotel B&B Discounts across the group.
• 20% Discount on Bar & Restaurant Food in a sister property.
• On-site Gym & One free Fitness Assessment.
• Promotion of bike to work scheme and other commuting to work incentives.
• Meals during shifts and free onsite tea/coffee.
• Opportunities for Career Progression.
• Employee Recognition
• Employee Referral Bonus (€140-€300)
• Education & Training Assistance
• Onsite Carpark

Important Information:

All applicants must be eligible to live and work in Ireland full time. You will be asked to provide documented evidence of eligibility.