Reservations Team Lead

About The Heritage

The Heritage is a luxury hospitality destination set in the countryside of Laois, combining a refined guest experience with high standards of service. The property includes a world-class hotel and an award-winning European spa, along with a range of guest facilities such as a health club, leisure pool, jacuzzi, sauna, steam rooms, a 5 km walking track, and a cinema.

Role Overview

This is an opportunity for an experienced Reservations Team Lead to join the team and help ensure the smooth running of the reservations function. The position focuses on accuracy, efficiency, guest satisfaction, and strong coordination across the reservations and front office teams.

Key Duties

• Manage the day-to-day workflow of the Reservations Department so tasks are completed accurately and efficiently.
• Respond to phone calls and email enquiries for both individual and group bookings.
• Arrive punctually and be ready for scheduled duty.
• Enter all reservations correctly into the Property Management System.
• Coach and assist team members working in reservations.
• Address guest questions, complaints, and special requests in a professional and timely way.
• Help maintain consistently high customer service standards across the reservations team.
• Support the training of colleagues in both Reservations and Front Office.
• Contribute to the smooth operation of the department, with emphasis on transient reservations.
• Work alongside the Front Office team on reservation-related issues and queries.
• Track booking trends and help ensure strong selling practices and conversion performance within the team.
• Keep Reservations SOPs current and up to date for agents.
• Make sure all daily reservation activities are completed before the department closes.
• Provide prompt and practical support to colleagues within the reservations team.
• Be willing to assist other hotel departments as business needs and guest requirements change.
• Communicate clearly and regularly with team members and management, including attending briefings when required.

Values and Culture

The Heritage promotes a people-first environment built around five core values: think about the guest, be respectful, work as one, be the best, and own it and deliver it. These values shape leadership and support employee growth within the hotel.

Why Join The Heritage

• Discounted stays and rates across other FBD properties.
• Access to Health Club membership.
• Learning and professional development opportunities.
• Employee Assistance Programme support.
• Meals supplied while on duty.
• Discounts on home, travel, and car insurance through FBD Insurance.
• Bike to Work Scheme participation.
• Employee recognition programmes.
• Great Place to Work Certified employer.

Application Note

Interested candidates are invited to submit a CV for consideration.