Reservations Executive

Hollybank Trustees Ltd; Dublin; Hybrid; EUR 28,000 - 38,000; Full time

Benefits offered by this job

Bonus eligible

Saturday premium

Staff room discounts across group

Wellness at work

Job summary

Dean Group in Dublin is seeking a Reservations Executive to join our central reservations team. This hybrid role is based in Dublin and focuses on managing guest reservations with warmth, accuracy, and a personal touch.

You will handle calls and emails, upsell room types and packages, and collaborate with hotel teams to maximise revenue and ensure exceptional guest experiences from the first interaction.

Qualifications

• Previous experience in hotel reservations or front office is essential.
• Working knowledge of Opera PMS is required.
• Excellent communication skills and professional email etiquette are expected.
• High attention to detail and strong administrative abilities.

Responsibilities

• Handle incoming calls and emails related to individual and group reservations in a prompt, professional, and engaging manner.
• Deliver consistent service standards reflecting the brand’s premium hospitality offering.
• Provide information on rates, packages, and special offers to guide purchasing decisions.
• Manage guest preferences and ensure accurate communication with hotel teams.
• Accurately input bookings and updates into the Opera PMS system and monitor arrivals.

Skills

Excellent communication

Telephone etiquette

Guest service mindset

Tools

Opera PMS

Job description

At Dean Group, we reimagine hospitality with character, not conformity. Founded in Dublin and now growing across Europe and the US, we create hotels shaped by personality, culture, and a heart-led hustle.

Each of our hotels, restaurants, bars and gyms tells its own story, brought to life through humble hospitality and genuine human connection. Our people are at the centre of it all. They show up with individuality, warmth and curiosity, shaping who we are and how guests experience our hotels every day.

We welcome fresh thinking and imagination, because playing it safe never made anything unforgettable.

We have a vacancy for a Reservations Executive to join our wonderful central booking team.

This hybrid role is based inDublin.

Key Areas

• Managing guest reservations and inquiries via phone and email
• Delivering exceptional guest service and communication
• Accurately processing bookings in Opera PMS
• Supporting revenue generation through upselling and cross-selling
• Collaborating with hotel teams to exceed guest expectations

Job Purpose

The Reservations Executive plays a key role in the success of our Central Reservations Office. Acting as the first point of contact for guests, this role ensures all reservations and guest interactions are handled efficiently, professionally, and with a personal touch.

Working closely with hotel teams across the group, the Reservations Executive ensures seamless booking processes, maximised revenue opportunities, and contributes to the delivery of outstanding guest experiences from the very first interaction.

Guest Service & Booking Management

• Handle incoming calls and emails related to individual and group reservations in a prompt, professional, and engaging manner
• Deliver consistent service standards that reflect the brand’s premium offering and hospitality values
• Support guests with detailed information on rates, packages, and special offers to help guide purchasing decisions
• Manage special requests, guest preferences, and ensure accurate communication with hotel teams

System Accuracy & Communication

• Accurately input bookings and updates into the Opera PMS system
• Ensure all reservation information is complete, correct, and in line with standard operating procedures
• Monitor daily arrivals and coordinate special arrangements with relevant departments
• Maintain thorough understanding of promotions, availability, and rate strategies
• Confidently upsell room types, packages, and additional services to maximise revenue per booking
• Identify sales opportunities and convert inquiries into confirmed bookings
• Contribute to team goals around occupancy, average rate, and guest satisfaction metrics

Reporting & Administration

• Assist in compiling daily, weekly, and monthly reports as required by the Reservations Manager
• Complete departmental checklists and maintain reservation logs
• Monitor and action waitlists, cancellations, and last-minute availability
• Ensure GDPR compliance and secure handling of guest data

Preferred Experience

• Previous experience in hotel reservations or front office essential
• Working knowledge of Opera PMS required
• Excellent communication skills, both verbal and written
• Strong telephone manner and professional email etiquette
• High attention to detail and strong administrative abilities
• Confident, outgoing, and motivated team player
• Ability to prioritise, multitask, and work efficiently under pressure

Schedule:

Monday – Saturday 8am-8pm (shifts 8am-4pm, 12:00- 8pm, 10am-6pm).

Bank Holiday hours (9am-5pm with a premium).

• Eligible for a bonus and Company's Saturday premium
• Global discounted staff room rates across the group
• 50% off Food and 25% Beverage across the group
• Increased Annual Leave with Service
• Friends and Family discount
• Continual training and development
• Career progression within the Group
• Gratuities *
• Meals on shift (Monday - Wednesday)
• Bike to work scheme
• Refer a friend scheme
• Wellness at work events and access to wellness platform
• Employment Assistance Programme
• Group discounts for cinema tickets, shopping deals etc
• Service recognition
• Regular fun-filled activities and gatherings for all teams across the group

*Applicable to certain positions

Dean Group owns and operates a number of hotel across Ireland, in certain instances we may feel your skills and experience may suit another role we have available. By submitting your application, you are permitting Dean Group to contact you for other opportunities within the Group