Reception & Reservations Executive (Commercial)

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Location: Drumhierny Woodland Hideaway, Leitrim Village
Type: Full-time, rostered (incl. 2 weekends/month)
Reports to: GM/Ops Manager

About Drumhierny

A 100-acre, nature-immersive estate with 16 woodland lodges, the Wellbeing Sanctuary (sauna, hot tubs, cold plunge, baths, treatment room), The Woodpecker Café, and event spaces (Cedaroo & The Barn). Warm Irish hospitality, wellness-first, meticulous standards.

Role Purpose

Own the guest journey from enquiry to departure while driving revenue: convert enquiries, manage bookings, and upsell spa/café/event add-ons—while keeping daily operations smooth across the estate.

Key Responsibilities

Commercial & Reservations

• Handle enquiries (phone/email/social), quote & convert for lodges, spa and events; take deposits, issue confirmations, and record accurate notes in PMS.
• Manage availability, rate plans, and blocks in the booking engine/PMS; keep OTA parity per policy while steering to direct where appropriate.
• Proactive upsell: wellness rituals, late checkout, celebration packages, café pre-orders, pet add-ons.
• Daily lead log, pace vs forecast, and simple conversion reporting.

Front-of-House & Guest Care

• Cover Reception 2 weekends per month; welcome guests, check-in/out, itinerary suggestions; resolve issues with warmth and ownership.
• Timely, clear pre-arrival and in-stay communication; capture feedback for continuous improvement.

Estate Operations (legacy receptionist duties retained)

• Weekly linen orders; check deliveries and rotation.
• Lodge inspections; log defects and coordinate with Housekeeping/Maintenance.
• Housekeeping sheets—issue, reconcile, track turn times and recleans.
• Monthly stock-takes in Café, Housekeeping, Retail Shop; record variances and actions.
• Place weekly orders as requested; track POs and deliveries.
• Assist with set-up and smooth running of weddings, corporate events, gigs in The Barn/Cedaroo.
• Support other departments (Wellbeing, The Barn, Café) as required.
• Set/refresh/clean public spaces or event areas as needed.
• Work in accordance with company policies, health & safety, hygiene, allergen, GDPR, key/cash handling.

What Good Looks Like (KPIs)

• Lead-to-Booking % (by channel)
• Direct vs OTA mix % (grow direct)
• Upsell attach rate (spa/café/add-ons per booking)
• Response time to enquiries (SLA)
• Housekeeping QC pass % and reclean %
• NPS/CSAT at check-in and post-stay

Skills & Experience

• 1–2+ years in hotel/lodge/spa reception or reservations (boutique/luxury a plus).
• Confident with PMS/booking engines (e.g., Little Hotelier/Mews) and spa/retail POS.
• Commercial instinct: quoting, objection-handling, and upselling without pushiness.
• Highly organised; calm under pressure; excellent written/verbal English; strong attention to detail.
• Flexibility for rostered shifts, weekends, and event support.

Our Culture & Perks

• Wellness-led, nature-immersive workplace.
• Training & growth plan (reservations, spa & product knowledge, events).
• Staff access to the Wellbeing Sanctuary (per staff policy).
• Staff discounts (spa/retail/café).
• Competitive pay DOE + performance-linked incentives.

How to Apply

Email stay@drumhiernyhideaway.ie with subject “Reception & Reservations Executive – [Your Name]”. Attach CV and a short cover note (≤200 words) on how you’ve grown revenue or guest satisfaction.

Job Type: Full-time

Pay: From €30,000.00 per year

Benefits:

• On-site parking

Work Location: In person