Reservations Agent

Dublin, Full Time

As a Reservations Agent, you will be the first point of contact for our guests, representing the Reservations Department in a friendly, energetic and professional manner by telephone and email consistently delivering a high level of service to our guests in a fast-paced environment.

  • Reservations Agent will play a key role in delivering a memorable experience, working with all departments throughout the Hotel to deliver and exceed guest expectations.
  • Reservations Agent main tasks or key responsibilities:
    • Orchestrate and/or prepare the arrival of guests.
    • Handle all guest opportunities by following the guidelines and ensuring guest satisfaction.
    • Energise the Guest Relations process in daily contact with other departments.
    • Review preferences to ensure they are actionable prior to entering the hotel systems.
    • Maintain telephone etiquette and verbiage standards.
    • Maintain complete knowledge of: 
      • All hotel facilities/services, hours of operation
      • All guest room layouts, bed types, decor, appointments and locations
      • Availability for any given day
      • Restricted dates
      • All packages and promotions
      • Specific arrangements between hotel and travel agencies
    • Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
    • Process all reservation requests, changes and cancellations received by phone, fax, mail, and internally.
    • Monitor and maintain waitlists daily.
    • Compile and maintain information for daily/weekly/monthly reports.
    • Complete the departmental checklist.
    • Successful completion of the training/certification process.
    • Maintain complete knowledge and proper working condition of daily hotel operations.
      • Review future reservations check for duplicate bookings, cancellations and special requests.
      • Communicate necessary errors or needed updates on the hotels website.
      • CPERM22

The ideal candidate will possess:

  • Reservations agent should have excellent command of the English Language, both written and oral.
  • Reservations agent must have at least one years’ experience working within a Hotel’s Reservations or Reception department.
  • Reservations agent ability to focus and multitask, to use time efficiently; prioritise and organise work.
  • Reservations agent ability to work well under pressure
  • Reservations agent ability to input and access data in software applications 
  • Reservations agent ability to work cohesively with other departments and other team members.
  • Reservations agent ability to work flexible hours, including weekends, holidays and evenings.
  • Reservations agent ability to convey a professional image and personality exuding confidence and leadership skills.
  • Reservations agent ability to interact and engage with all guests in a pleasant manner.
  • Reservations agent Ability to sell the property’s features.
  • Reservations agent ability to understand and respond appropriately to guest enquiries and needs while remaining calm and courteous and provide accurate and correct responses.
  • Reservations agent ability to provide clear and pleasant telephone communication in English with proper grammar.
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