Reservations Agent

Who are we

The Holiday Inn Express, Derry, nestled in the heart of Northern Ireland, a short stroll from the historic 17th Century Walled city is a bustling hub of hospitality. Boasting 158 modern accommodations, our hotel is situated amidst the vibrant cultural tapestry and breath taking landscapes of Derry. As part of the esteemed Holiday Inn brand, we are dedicated to providing exceptional service and unforgettable experiences to our guests.

Whether it's for business, leisure, or a special occasion, our hotel offers the perfect retreat in this picturesque city.

The hotel is now actively looking to recruit a Reservations Agent to join the busy Reservations teams. The ideal person will have experience within hotel Reservations and brand experience (If applicable). The person will also be able to demonstrate great customer service skills, a friendly and positive attitude and ensure customer expectations are pro-actively met with a high level of attention to detail.

• Responding to all telephone enquiries and emails in a timely, friendly confident & professional manner, displaying a clear & comprehensive knowledge of the hotel, its facilities and details of other hotels in the Group, taking every opportunity to upsell & refer business at all times.
• Recording full and accurate details of guest requirements and bookings as per Company and hotel procedures.
• Making clients aware of the full terms and conditions of the bookings, including the cancellation policy and the need to confirm bookings prior to arrival.
• Maximise revenue taking every opportunity to upsell.
• Booking third party services in accordance with Company and hotel procedures.
• Having knowledge of, and operating, the hotel’s cash handling and security procedures.
• Handling challenging customer queries politely and swiftly, in conjunction with your Line Manager as necessary.
• Maintaining operational standards to the highest possible level in respect of service, hygiene, health & safety and ensuring minimal wastage
• Preparing promotional material for offers and packages, as instructed
• Liaising with the Reception Team, communicating guests requirements and details of forthcoming special bookings
• Accountability for billing of reservations and ensuring pre-payment where required
• Complete daily, weekly & monthly checks

• Highly motivated, with a ‘can do’ attitude.
• Confidence & ability to undertake proactive sales activity to include telesales & some face to face sales.
• Strong desire to seek, find & convert new bookings.
• Uses a structured approach to ensure both proactive & reactive sides of the Reservations role are delivered. Driven & confident enough to achieve stretching results through planning, review & revision of processes.
• Naturally inquisitive & capable of handling objections and negotiating with confidence.
• Passionate & enthusiastic.
• Fully competent in the use of a computerised booking system.
• Organised and works well under pressure.
• Flexible approach to hours of work to ensure that the needs of the business are met
• Demonstrate flexibility to embrace new trends and changes
• Operating knowledge of other departments
• Strong Commercial awareness
• Knowledge of hotel operating systems is desirable

• Competitive salary
• Excellent on-going support, training and development
• Paid holiday including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family
• On-going incentives and rewards