Reservations Manager

About the Role

The Tower Hotel & Leisure Centre in Waterford is hiring an experienced Reservations Manager to join its team. This role offers a strong career step for an ambitious reservations professional within Neville Hotels, an expanding Irish hotel group with a portfolio of high-quality 4-star and 5-star properties.

What You’ll Be Doing

You will take charge of the day-to-day running of the Reservations Department, making sure enquiries, bookings, group requests and guest interactions are handled efficiently, accurately and with a professional approach. In partnership with hotel leadership and the Group Revenue Manager, you will help drive revenue, improve conversion, guide the reservations team and uphold excellent guest service standards.

Core Duties

• Oversee and coordinate all activities within the Reservations Department.
• Coach, guide and develop team members through regular support and training.
• Handle incoming calls and emails from guests, corporate customers, tour operators and travel agents in a timely, courteous manner.
• Ensure every reservation is entered, confirmed and processed correctly according to company procedures.
• Maintain high standards in phone and email communication, following Neville Hotels brand guidelines and SOPs.
• Manage group enquiries, rooming lists and contract requirements while respecting company rules and cancellation terms.
• Work alongside the Group Revenue Manager to improve occupancy, pricing performance and overall revenue.
• Track competitor actions, market movements, seasonal patterns, pricing and business mix, then share useful insights with management.
• Keep Hotsoft property management system records complete and accurate.
• Spot upselling opportunities to increase guest spend and promote hotel facilities.
• Build effective working relationships with Front Office, Sales, Revenue and Operations teams.
• Turn enquiries into confirmed business and pass on relevant sales leads.
• Deal with guest questions and complaints professionally, keeping customer satisfaction a priority.
• Carry out other tasks as needed to support business operations.

Requirements

• Prior reservations experience in a 4-star or 5-star hotel setting.
• Supervisory or management experience is preferred.
• A positive, approachable and proactive attitude.
• Strong spoken and written English.
• Excellent customer care and communication abilities.
• Good organisational skills and a strong eye for detail.
• Ability to prioritise tasks and manage a busy workload effectively.
• Experience with the Hotsoft Property Management System is an advantage.
• Knowledge of online travel agents, third-party booking platforms and distribution channels is an advantage.

Benefits

• Management sick pay scheme, subject to terms and conditions.
• Health insurance contribution of €500 per year.
• €300 annual upskilling allowance through LinkedIn Learning.
• Management suit contribution of €300 per person, subject to terms and conditions.
• One complimentary individual or family stay per year in any NH property for 2 nights on a bed and breakfast basis.
• Discounted bed and breakfast rates across the group.
• 20% discount on bar and restaurant food in a sister property.
• On-site gym access and one free fitness assessment.
• Support for bike-to-work and other commuting incentives.
• Meals during shifts plus free tea and coffee on site.
• Career progression opportunities.
• Employee recognition initiatives.
• Employee referral bonus ranging from €140 to €300.
• Education and training assistance.
• On-site car parking.

Eligibility

Applicants must be fully eligible to live and work in Ireland on a full-time basis and must be able to provide documentary proof of that eligibility.

Additional Information

This is a full-time on-site position based in Waterford, County Waterford, Ireland. The role sits within a growing hotel group and is suited to someone looking to develop their career in reservations and revenue-focused hotel operations.