Now Hiring at The Grace
The Grace | Where Excellence meets Opportunity
Westport, County Mayo | Full-Time | Opening Opportunity
Job Summary:
The Reservations Agent supports the commercial and guest experience objectives of The Grace Westport Estate by managing reservation inquiries with accuracy, professionalism, and a strong service mindset. This role ensures that all guest booking information is captured correctly, revenue opportunities are maximised through effective upselling, and internal teams are aligned to deliver a seamless guest journey from reservation to arrival.
Operating as a key link between Front Office, Sales, and operational departments, the Reservations Agent contributes to both guest satisfaction and revenue performance through consistent execution and attention to detail.
Key Responsibilities
-
Input and manage all reservation inquiries accurately and consistently in Opera iCloud, in line with established standards.
-
Handle bookings received via phone, email, and digital channels, ensuring timely and professional responses.
-
Maintain accurate guest profiles, rate codes, packages, and special requests.
-
Conduct daily quality checks on reservations to ensure data integrity and compliance with operational standards.
-
Promote upselling opportunities, packages, and cross-selling of Westport Estate facilities.
-
Provide clear, informed responses to guest inquiries regarding rates, availability, and services.
-
Support the delivery of a smooth pre-arrival guest experience through proactive communication and coordination.
-
Collaborate closely with Front Office, Sales, Accommodation, and other departments to align guest expectations with operational readiness.
-
Communicate booking changes, special requests, and high-priority reservations to relevant teams.
-
Support room allocation accuracy and pre-arrival planning.
-
Follow departmental SOPs and shift checklists to ensure consistency in reservations processes.
-
Maintain awareness of emergency procedures and support response protocols as required.
-
Uphold brand standards across all written and verbal guest communications.
-
Work closely with the Reservations/Reception Supervisor to ensure shift responsibilities are completed accurately.
-
Perform any ad-hoc duties as requested by Management.
This job description is not intended to be either prescriptive or exhaustive, it is issued as a framework to outline main areas of responsibility at the time of writing.
Required Experience & Skills
-
Minimum 1 year of experience in hospitality, preferably in a reservations, front office, or guest-facing role.
-
Strong organisational skills with excellent attention to detail and multitasking ability.
-
Confident communicator with a professional telephone manner and strong written skills.
-
Comfortable using reservation systems and office technology; Opera experience advantageous.
-
Commitment to continuous improvement, quality standards, and operational compliance.
-
Eligibility to work in Ireland.
The Grace Westport Estate is an equal opportunity employer. We strive to create and maintain a diverse workforce where everyone is respected and included.
