Job Title: Reservations Manager
Department: Reservations & Customer Service
Location: River House, Blackpool Retail Park, Cork
Reports to: Operations manager / C.O.O
Employment Type: Full Time
Company Overview –
Joe O’Reilly Ireland is Irelands oldest and most experienced DMC with partners worldwide. We pride ourselves on delivering industry leading customer service when delivering our tours of Ireland. We cater for Leisure, Active Retired, LUX F.I.T, M.I.C.E, Golf, Rugby, Pilgrimage and bespoke group tours of Ireland.
Job Overview:
The Reservations Manager will be responsible for overseeing all aspects of the reservations process for the company’s travel products and services. This role is essential for ensuring smooth and efficient handling of all customer bookings, maximising sales opportunities, and maintaining a high standard of customer service. The Reservations Manager will manage a team of reservation agents, collaborate with suppliers, and implement strategies to improve operational efficiency and increase customer satisfaction. The ideal candidate will have a deep understanding of the Irish travel industry, strong leadership skills, and the ability to handle high-pressure situations with professionalism.
Key Responsibilities:
1. Team Leadership & Management
· Supervise, motivate, and manage the day-to-day operations of the reservations team, ensuring high levels of performance and customer satisfaction.
· Assign duties, monitor workloads, and ensure tasks are completed in line with deadlines and service standards.
· Conduct performance evaluations, set individual and team targets, and provide ongoing training and development to enhance staff skills.
· Foster a positive team environment, encouraging collaboration, problem-solving, and accountability.
· Organise regular team meetings to communicate updates, share best practices, and address any operational concerns.
2. Reservations & Bookings Management
· Manage all reservations across multiple travel products, including hotels, transfers, car rentals, and tours, ensuring accuracy and timely processing.
· Oversee the use of Tourplan, our internal booking system
· Ensure all bookings are properly confirmed and documented, keeping clients informed of their travel arrangements.
· Monitor high-demand periods and anticipate any potential issues, taking steps to minimise disruption to service.
· Handle complex and VIP reservations, providing personalised service and solutions to meet clients' specific needs.
3. Supplier Relationships & Contract Management
· Build and maintain strong relationships with suppliers, including hotels, restaurants, and other travel partners.
· Negotiate competitive rates and exclusive deals with suppliers, ensuring that the company can offer clients the best possible value.
· Manage supplier contracts, ensuring terms and conditions are adhered to, and review agreements periodically for cost-effectiveness.
4. Sales & Revenue Management
· Drive the reservations team to meet and exceed sales targets, identifying opportunities for upselling and cross-selling travel products.
· Analyse booking trends and market demands to identify growth opportunities and implement strategies to maximise revenue.
· Work closely with the finance department to ensure proper accounting of reservations-related revenue and expenses.
· Monitor the team’s productivity and track key performance indicators (KPIs), reporting results to senior management.
5. Systems & Technology Management
· Ensure the effective use of our reservations and data system Tourplan
· Maintain the accuracy of data in Tourplan, ensuring that bookings are properly recorded and tracked.
· Liaise with IT and system providers to ensure that the reservations technology is up-to-date and functioning efficiently.
· Identify opportunities to implement new technology or improve existing systems to streamline the reservations process and improve the customer experience.
6. Compliance & Risk Management
· Ensure that the reservations team complies with relevant laws and regulations, including GDPR, and consumer protection laws.
· Manage booking risks, including overbookings, cancellations, and changes, to minimise financial loss and customer dissatisfaction.
· Stay updated on global travel restrictions, health advisories, and other industry regulations that could impact reservations and ensure the team is informed.
· Ensure all customer data is handled securely and in compliance with GDPR regulations.
7. Reporting & Analysis
· Prepare regular reports on booking volumes, customer trends, sales performance, and other relevant metrics.
· Analyse data to identify areas for improvement in the reservations process, team productivity, and customer satisfaction.
· Provide senior management with insights and recommendations to help shape future business strategies.
8. Training & Development
· Develop and implement training programmes for new hires and ongoing staff development, ensuring the team is knowledgeable in all aspects of the reservations process.
· Stay informed of industry trends, new travel products, and technologies, and share knowledge with the team to maintain a competitive edge.
· Conduct refresher courses on compliance, customer service standards, and sales techniques to ensure consistency and quality in service delivery.
Key Competencies:
· Leadership and Team Development
· Customer Focus and Relationship Management
· Negotiation and Influencing
· Commercial Awareness
· Decision-Making and Problem-Solving
· Excellent Communication Skills (verbal and written)
· Organisation and Time Management
· Analytical and Data-Driven
· Knowledge of Tourplan preferrable but not essential
Job Type: Full-time
Pay: From €40,000.00 per year
Additional pay:

• Performance bonus

Benefits:

• Additional leave
• Bike to work scheme
• Company events
• Employee discount
• On-site parking

Schedule:

• Monday to Friday

Application question(s):

• How many years experience do you have in a similar role?
• Give brief details of previous reservations or management experience.
• Salary expectation?

Work Location: In person