Reservations Agent

Hodson Bay Hotel; Dublin; On-site; EUR 28,000 - 38,000; Full time

Job summary

Hodson Bay Hotel in Dublin is seeking a Reservations Agent to manage daily reservation operations, convert enquiries into bookings, and liaise with booking platforms, OTA extranets and guests. You will be the friendly voice our guests hear, with good knowledge of the hotel, facilities and local area.

This on-site, office-based role requires strong organisational and communication skills, comfort with computers, and the ability to upsell rooms and packages while supporting events administration

Qualifications

• Legally able to work in Ireland and residing in Dublin.
• Previous experience in hotel reservations, front office or an administration role; experience in a 4-star or similar hotel is an advantage.
• Fluent written and spoken English; additional languages a plus.
• Strong written and verbal communication skills.
• Ability to multitask and prioritise daily responsibilities.
• Detail-oriented with excellent organisational skills.
• Proficient in email handling and customer service with a sales- and service-oriented mindset.
• Office-based, computer-driven role.

Responsibilities

• Monitor and respond to questions received via booking platforms and update OTA extranets for modifications, cancellations and no-shows.
• Handle incoming telephone calls for reservations and room enquiries promptly and with proper telephone etiquette.
• Respond to all incoming email reservations and group enquiries, including group rooming lists and billing handovers.
• Take reservations accurately and in a helpful, friendly manner, using our booking platforms.
• Reviewing and checking availability booking availability.
• Upsell rooms, packages and hotel facilities, and enrol and recognise World of Hyatt members at time of booking.
• Assist with events administration functions as needed.

Skills

English proficiency

Communication skills

Detail-oriented

Organisational skills

Multitasking

Sales mindset

Tools

Opera Cloud PMS

CRS/OTA extranets

Job description

Job Summary

The Reservations Agent plays a vital role in managing daily reservation operations, ensuring accurate guest bookings, and facilitating effective communication between booking platforms, internal teams, and guests. You are the commercial first point of contact for our guests and with your impressive knowledge of our hotel, facilities, local area and more, you will be the friendly voice our guests hear when they want to learn more about staying with us.

This role requires a detail-oriented individual with strong organizational and communication skills to help streamline arrivals, departures, while converting enquiries into confirmed bookings and supporting the hotel’s occupancy and rate goals. Working from our Reservations & Events office, you’ll manage bookings and guest inquiries across phone, email, our booking engine and third-party channels, keep our systems accurate, support group enquiries and events administration.

As this is an office-based position, you should be comfortable using computers, and strong written and verbal communication skills are essential, as you will be responding to guest and group enquiries by email and phone.

Key Responsibilities

• Monitor and respond to questions received via our booking platformsand update OTA extranets for modifications, cancellations and no-shows.
• Handle incoming telephone calls for reservations and room enquiries promptly and with proper telephone etiquette.
• Respond to all incoming email reservations and group enquiries, in a timely and accurate manner, including support with group rooming lists and billing handovers.
• Take reservations accurately and in a helpful, friendly manner, using our booking platforms.
• Reviewing and checking availability booking availability.
• Upsell rooms, packages and hotel facilities, and enrol and recognise World of Hyatt members at time of booking.
• As this is an events & reservations office, there will be times where assistance is needed to assist with events administration functions also.

Requirements

• Legally able to work in Ireland and residing in Dublin as this is an onsite 5 days a week role.
• Previous experience in hotel reservations, front office or an administration role; experience in a 4-star or similar category hotel is an advantage.
• Fluent written and spoken English; additional languages a plus.
• Strong written and verbal communication skills
• Ability to multitask and prioritise daily responsibilities
• Detail-oriented with excellent organisational skills
• Proficient in email handling and customer service communication, with a sales- and service-oriented mindset
• Comfortable in an office-based, computer-driven role

Preferred Qualifications

• Experience with Opera Cloud PMS
• Knowledge of a CRS or OTA extranets

Hodson Bay Group is an Equal Opportunities Employer committed to creating an inclusive and diverse workplace. Accommodations are available upon request for candidates taking part in all aspects of the recruitment process. If you require any accommodation or support, please contact our HR team at [e-mail] and we will be happy to make the necessary arrangements