Who We Are Calusade Hotels Calusade Hotels is an Irish hospitality group owning and operating four well-established hotels: The Keadeen Hotel in Newbridge, Fairways Hotel and The Gateway Hotel in Dundalk, and Hotel Kilmore in County Cavan.
Across our hotels we are passionate about delivering warm, genuine hospitality and creating memorable experiences for our guests.
Our teams take pride in the service we provide and the welcoming atmosphere we create in each of our properties.
At Calusade Hotels we believe exceptional hospitality begins with exceptional people.
We are committed to creating a workplace where our teams feel supported, valued and proud to belong.
To deliver friendly, efficient Guest service and to create a warm and welcoming atmosphere for all of our guests, with the key aim of retaining and attracting new Guests.
To ensure that all Reservations and front desk standards and procedures are adhered to and all guest billing and accounts are accurate whilst making sure that the team is organized and informed throughout the shift.
Departmental Duties Complete the daily check list for each shift Complete all required reports inrequiredtimeline.
Manage telephone and email enquiries in a prompt and professional manner andin accordance withcompany standards ensuring accuracy and attention todetail at all times To pass on any referred/sales leads to the sales department, or to the Sales and Marketing teamin a timely mannerand toassistin sales activity asrequired To ensure all team members are familiar with safe keeping, cash handling, keyhandlingand credit policy of the Hotel Toassistin the compilation of weekly, monthly, yearly sales statistics and any other information as requested by Senior Management To ensure all departmental team members are aware of Hotelpromotions or special activities going on in the Hotel/area Overall supervision of guest reservations.
Full communication with all departmentsat all times.
Arrivals check list to be done every day, for the following day, with attention to detail.
On Fridaythearrivalschecks are to be completed for Saturday, Sunday& Monday.
Group folders to be given to Reception at the end of the shift for the next day with final updates.
Liaise with Revenue Managerregardinganysudden change in occupancy on specific dates.
Toensurethe best practices of yield managementareadhered to and the maximum revenue is achieved on any given opportunity.
Monitor customer satisfaction and resolve any outstanding issues to ensure future business and notify the Revenue Manager of the issues.
Maintain a thorough understanding of properties facilities and processes, and contribute to a culture of quality standards for relationship building, customer service, selling techniques, and billing and processing contracts Ensure bookings are guaranteed and no-show charges/late cancellation charges are applied whereappropriateand cancelled from the websites To deal with any guest complaints,queriesand suggestions quickly and efficiently and make your Manageraware of complaints.
To adhere to all Company policies as provided for the department andin accordance withthe Employee Handbook & department SOPs To have full knowledge of the PMS system Hotsoftand anyadditionalsystems that are given to you by your Manager Professionalism Prioritisework to meet goals andobjectiveswithin acceptabletime frames.
Toensure confidentiality at all times, only releasing confidential information obtainedduring the course ofemployment to those acting in an official capacityin accordance withthe provisions of the Data Protection Act and its amendments.
To ensure that the company and departmental core values and missions areadhered to at all times.
Acquirea full knowledge of all Hotel policies and proceduresin accordance with Reservation Department standards.
Occasional Duties To attend Off the Job training sessions as scheduled To attend meetings and document key information and decisions.
To carry out any other reasonable request made by the Hotel Management team During peak times it may be necessary to work in another department.
Undertake other activities of a similar nature that fall within your capabilities as directed by management.
Guest Care & Focus Tocomply withthe company Guest Service policy by ensuring that our guests area priority always; toendeavortoanticipateguest needs & respond appropriately, care for and resolve any queries,requestsand complaints.
To ensure we support and respect each other ascolleagueswhether in a support role or frontline with our guests.
To ensure the team environment is a happy & motivated one toassistdelivery of friendly, excellent service to our guests Toassistin achieving goals in relation to mystery guest audits and guest comment platforms To ensure all guest queries are handled promptly and efficiently To promote a helpful and professional image to the guest, and give full co-operation to any guest requiringassistance, with a prompt,caringand helpful attitude.
Toanticipateguest needsin order toenhance quality service and in turn enhance guest experience.
To ensure that all guests are satisfied with the service providedin particular VIPguests and those with special needs.
Health, Safety & Compliance Ensure compliance with HACCP and food safety regulations;maintainhygiene standards; ensure safe working practices; report maintenance or safety concernsimmediately.
CANDIDATE PROFILE - Minimum 12 years experience in areservations/front office role.
- Strongcustomerservice experience preferred.
- Excellent interpersonal and communication skills.
-Strongorganisationalskills and attention to detail.
- Positive attitude and calm approach under pressure.
- Good knowledge of Hotsoft/ PMS systemsstandards.
- Flexibility to workearlymornings, weekends and public holidays.
CORE COMPETENCIES - Leadership & Team Engagement - Guest Experience Excellence - Operational Control - Communication & Collaboration - Standards & Compliance ADDITIONAL DUTIES Carry out anyadditionalduties as required by the General Manager or Management Team, consistent with the needs of the business.
Why Join Calusade Hotels At Calusade Hotels, we believe exceptional hospitality begins with exceptional people.
Across our hotels, we are proud to foster a culture built on teamwork, professionalism and genuine service a place where our teams feel valued, supported and proud to belong.
We are committed to creating an environment where our people can thrive, develop their skills and build meaningful careers in hospitality.
Many of our team members progress through the organisation, moving into supervisory and management roles as they grow with us.
When you join Calusade Hotels, you become part of a professional and welcoming team that takes pride in delivering memorable guest experiences every day.
What we offer: Opportunities for career progression across our hotel group Ongoing training, learning and professional development Employee recognition programmes celebrating great performance Incentives and rewards that recognise commitment and excellence Staff rates across our hotels Complimentary meals on duty Pension scheme Healthcare benefits A supportive team culture and positive working environment Employee wellbeing initiatives and support programmes Competitive pay and benefits The opportunity to build a rewarding long-term career in hospitality At Calusade Hotels, we take pride in creating a workplace where our people feel respected, supported and proud to belong.
Skills: Reservations Hotel service Guest relations Reservation Software Guest Assistance