Reservations Agent

About the Role

The Grace Westport Estate is seeking a diligent Reservations Agent to join their team in Westport, County Mayo. This full-time role focuses on enhancing both commercial objectives and the guest experience by managing reservation inquiries with professionalism and precision. The ideal candidate will be responsible for accurately processing bookings, maximizing revenue through upselling initiatives, and maintaining fluid communication between various departments to ensure guests enjoy a seamless journey from reservation through arrival.

Primary Duties

• Accurately enter and manage all reservation requests using Opera iCloud, adhering strictly to company standards.
• Respond promptly and professionally to bookings received via phone, email, or digital platforms.
• Keep detailed guest profiles updated, including rates, package details, and any special requirements.
• Perform daily audits of reservations to ensure data accuracy and compliance with operational guidelines.
• Identify and promote opportunities for upselling and cross-selling of estate services and packages.
• Provide guests with clear and comprehensive information regarding rates, availability, and offered services.
• Facilitate smooth pre-arrival processes through proactive communication and interdepartmental coordination.
• Work collaboratively with Front Office, Sales, Accommodation, and other teams to align guest expectations and operational readiness.
• Communicate updates about reservation changes, special requests, and priority bookings to relevant teams.
• Assist with accurate room allocation planning and pre-arrival preparations.
• Adhere to departmental standard operating procedures and shift checklists to maintain consistent reservation practices.
• Maintain awareness of emergency protocols and participate in response efforts as needed.
• Ensure all guest communications are aligned with the brand’s standards, both verbally and in writing.
• Support the Reservations/Reception Supervisor in completing shift tasks thoroughly.
• Undertake additional duties assigned by management within the scope of the role.

Required Experience & Skills

• At least one year of relevant hospitality experience, preferably in reservations, front office, or guest services roles.
• Strong organizational skills with keen attention to detail and the ability to handle multiple tasks simultaneously.
• Excellent communication skills, including a professional telephone manner and effective written communication.
• Familiarity and comfort with reservation software and office technology; prior experience with Opera is a plus.
• A commitment to continuous quality improvement and adherence to operational standards.
• Legal eligibility to work in Ireland.

Additional Information

The Grace Westport Estate is an equal opportunity employer dedicated to fostering a diverse and inclusive workforce where every individual is valued and respected.