Reservation Agent

Trump International Doonbeg is a coastal haven, hidden on a sheltered corner of the Wild Atlantic Way where world-class golf meets an intimate Spa, amazing food and access to the best activities, culture, heritage and one of the most picturesque settings Ireland has to offer for conferences, meeting, incentives and special events. Recognised among the best championship Links Courses in the world and named best Golf Resort in Ireland by the Irish Golf Tour Operators Association. At the heart of the resort is the Irish Country house hotel with one of Irelands best Hotel Restaurants, the Ocean View Restaurant. And Ocean is a recurring theme, ever present with stunning views of the rolling waves and the rugged landscape stretching as far as the eye can see to the Cliffs of Moher. Certified as a  GREAT PLACE TO WORK,  Trump International Doonbeg is home to a proud and motivated workforce of over 300 staff during high season, offering a world class 5 Star Hotel workplace, with the beauty and balance of west Clare living.   Job Title:                                    Reservations Agent Department:                           Reservations Responsible To:                       Business Development Manager & Reservations Supervisor Type of Contract:                    Fixed Term Main Purpose of Job:               To ensure that reservations are dealt with in a professional effective manner while maximising room and golf revenue using our systems to achieve this. This will be achieved through excellent customer service with our guests in person and in our communications with them. Liaises with:                               All Hotel Departments MAIN DUTIES To ensure that the department provides a high level of customer service and meets the brand standard for all reservations. Adhere to Forbes standards as set out for the reservations Department. To be proficient using our PMS Opera, concept (Spa & Golf) and Res Diary (restaurant system) and any new systems introduced. To take reservations via the telephone, email, mailed correspondence and in-house reservations in an efficient and courteous manner, requesting all information required to make the booking. Thus, ensuring we have all the required information for all relevant hotel departments. To ensure that you advise Housekeeping and operations of any special requirements for guests and VIP guests within the daily communication meetings, ensuring all guest requests are met. To possess a strong knowledge of the region, the resort amenities, bedrooms, suites and therefore selling all aspects of the business. Follow Revenue strategy as set out by the Revenue manager via Opera. Be familiar with Special offers on and offline.  Aim for 100% score for Mystery shops and support team members to a achieve this. To ensure that a form of payment is attached to all reservations processed. To focus on all up-selling opportunities. Assist in training new personnel on an all-reservations standards and procedures. Continuously report pro-actively on risks and opportunities to the Revenue Manager so that insight is created for team decision making. To be able to act with initiative, planning for the future and possible consequences.  Being pro-active in getting tasks done and exceeding expectations of both guests and colleagues where possible. Support team members on day-to-day basis. To develop interactive customer relations and to be aware of any possible future requirements. To relay such information and ideas to the Operations Team and Manager for the enhancement of customer expectation. Be knowledgeable on creating groups on Opera including weddings as assigned by the revenue manager. Liaise with Brides & Grooms throughout the wedding process. To be a good example of the company dress code and appearance standards – ensuring that your team fully comply with these. Familiarise yourself with our Circle of Commitments which link to the desired behaviours that we expect all our employees to display To undertake special duties or work outside the normal daily/weekly routine To communicate sales enquiries for Rooms, Golf, Meeting rooms & dining to the Revenue and Sales manager as appropriate. Review no shows and cancellations and process charges according to the hotel policy Work closely with the front office manager and reception team as required on a daily basis. Familiarize yourself with our Trump Cornerstone & participate in Trump Talk Daily. Participate in Company training programmes as required. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which can include day, evening and Saturdays. ( 9am-5pm,10am-6pm,11am-7pm) .Flexibility required. To have a thorough knowledge of and adherence to the law with regard to the following company regulations: - Fire regulations and procedures - Health and safety regulations. Use discretion when dealing with guest at all times, adhering to GDPR rules & regulations. To ensure that all standards and procedures comply with the Finance Dept requirements. OTHER DUTIES   The above is not intended to be an exhaustive list and you will be expected to comply with any reasonable requests or duties as directed by management.   QUALIFYING CRITERIA Computer literacy – word, excel. Proven track record. Professional Telephone etiquette. A good mathematical skill base. Effective organisational skills. Strong team player. Excellent communication skills both written and verbal. Positive attitude, cheerful and courteous demeanour. Ability to remain calm whilst under pressure.    BENEFITS Discounted staff and friends and family rates available in other group properties in the United States & UK. Discounts in our Spa, Hotel & Golf course. Opportunities to develop and grow through assisted educational opportunities. Regular staff appreciation initiatives. Regularly stocked canteen for meals, snacks and beverages while on duty Free Car parking. Sick Benefit scheme. Personal locker where required. Opportunity to learn and play golf out of hours plus the opportunity to invite golf guests at a reduced rate. Use of fitness centre out of season.