Reservations Manager

The five star Fitzwilliam Hotel is uniquely positioned on St Stephen’s Green, paces away from Grafton Street, Ireland's shopping location. Understated luxury, a fresh approach and impeccable service make the Fitzwilliam Hotel the perfect retreat for business and pleasure.

The Fitzwilliam hotel has an exciting new opportunity for an Assistant Financial Controller to work closely with our Group Financial Controller within our finance team.

2023 is a very exciting time at the Fitzwilliam as we celebrate 25 years in operation with a complete hotel refurbishment. Having recently been awarded Great Place to Work™ certification, there could not be a better time to join the team.

The Assistant Financial Controller is responsible for accounting and financial controls under the supervision of the Group Financial Controller and communicating with each property manager. The role is proactive - analysing and recommending alternative action in every respect, and operates in line with hotel and corporate policies and guidelines and the hotel’s business plan.

About The Role

Summary

The Reservations Manager is responsible for leading the Reservations team and ensuring the delivery of an exceptional and seamless booking experience for all guests. This role manages daily reservations operations, ensures accuracy across all distribution channels, and supports revenue optimisation through effective inventory and rate management.

This position is designed with a clear pathway into Revenue Management, offering the successful candidate the opportunity to develop deeper analytical, commercial, and system‑based expertise, working closely with the Director of Revenue on strategy, forecasting, and demand analysis.

The ideal candidate will be highly organised, commercially minded, service‑driven, and eager to grow into a more analytical and revenue‑focused role.

Key Responsibilities

Reservations Operations

• Oversee and manage the day‑to‑day operations of the Reservations Department.
• Ensure all enquiries (email, phone, OTA, GDS, corporate, TA, groups) are handled promptly and with exceptional service.
• Maintain booking accuracy: room types, billing notes, guarantees, special requests, room allocations.
• Ensure compliance with hotel policies regarding payment links, deposits, cancellation terms and secure card capture.
• Work closely with Front Office and Guest Relations to ensure efficient room allocation and minimal operational challenges.

Team Leadership & Development

• Lead, mentor, and support the Reservations team to achieve accuracy, efficiency, and service excellence.
• Conduct training, performance reviews, and coaching sessions.
• Foster a collaborative, supportive team environment.

Revenue & Yield Support

This role is designed to evolve into a Revenue Management pathway. Responsibilities include:

• Working closely with the Director of Revenue on forecasting, pickup, pace, and demand analysis.
• Supporting daily/weekly revenue routines (restrictions, inventory, pricing checks, displacement analysis).
• Monitoring market trends and identifying revenue opportunities.
• Driving upsell initiatives and ensuring the team maximises revenue opportunities.

System & Process Management

• Maintain accuracy across OPERA Cloud, CRS, channel manager and third‑party integrations.
• Ensure rate, availability and content consistency across all channels.
• Maintain SOPs and training manuals for the department.

Guest Experience & Partner Relations

• Handle VIP, complex and high‑value reservation requests.
• Maintain excellent communication standards in all correspondence.
• Build strong relationships with Sales, FOH, Concierge, Guest Relations, corporate clients and travel advisor partners.
• Resolve escalated issues quickly and professionally.

Reporting & Administration

• Prepare daily, weekly, and monthly reports (pickup, pace, production, segmentation, etc.).
• Monitor no‑shows, late cancellations, and booking discrepancies.
• Ensure strong data integrity and auditing across systems.

The ideal candidate:

• Has 2–3 years’ experience in a hotel reservations supervisory or management role. Experience in a luxury or 5‑star property preferred.
• Proficient in OPERA Cloud and reservation/distribution systems.
• Experience with CRS, channel management, OTA/GDS distribution.
• Guest‑focused with a luxury service approach.
• Strong leadership skills with the ability to motivate and guide a team.
• Highly organised with excellent attention to detail.
• Strong analytical mindset with interest in revenue management.
• Excellent communication skills, written and verbal.
• Able to multitask and thrive in a fast‑paced luxury environment.
• Demonstrated interest in revenue management or commercial analysis is a strong advantage.
• Excellent written and spoken English; additional languages an asset.

Required Criteria

• Proficient in Opera Cloud
• Supervisory experience in a luxury hotel

Skills Needed

About The Company

The Fitzwilliam Hospitality Group operates a collection of premium hospitality venues in the heart of Dublin City. Our portfolio includes a five-star hotel, a Michelin-starred restaurant, a boutique townhouse, an Asian-influenced dining destination, a wine bar and a modern gastro pub.

Company Culture

At the Fitzwilliam Hospitality Group, our culture is built on excellence, warmth, and genuine hospitality. We pride ourselves on creating a welcoming environment for both guests and employees, where individuality is celebrated and service is delivered with personality and care. Teamwork, respect, and continuous improvement are at the heart of everything we do. We believe in nurturing talent, encouraging innovation and empowering our people to grow within a supportive and inclusive workplace. Our team shares a passion for delivering exceptional experiences and upholding the high standards that define the Fitzwilliam brand.

Company Benefits

At the Fitzwilliam Hotel Group, we offer a competitive and rewarding benefits package designed to support our team both personally and professionally. Benefits include discounted stays & dining experiences across the group, meals while on duty, uniform provision and access to wellness initiatives. We also provide opportunities for career development through ongoing training and internal progression. Our team enjoys a positive work-life balance, recognition for achievements, and a supportive, inclusive environment where contributions are truly valued.

Vacation, Paid time off, Flexible schedule, Employee development programs, Tuition reimbursement, Cycle to work, Referral bonus, Competitive salary, Preferential room rates, Family and friends rates, Long service recognition, Free meals during shifts, Free parking or Discounted parking , Employee Assistance Scheme, Wellbeing Scheme, Work With Charities, Social Opportunities, Employee of the Month, Employee Recognition Scheme, Annual performance review, Culture of recognition, Progression opportunities, Access to Health & Wellbeing app, Bereavement leave, Long service awards, Staff celebration events, Company employee App

Salary

Not disclosed