Reservations Agent

Role overview

This position sits within the reservations function for an Autograph Collection hotel in Dublin. The role focuses on handling booking enquiries efficiently, helping guests select the right accommodation, and ensuring reservation details are entered accurately. It also requires consistent service standards, professional communication, and careful attention to guest privacy and company procedures.

What you'll do

• Handle incoming reservation requests, amendments, and cancellations by phone, fax, or mail.
• Assess guest needs and recommend the most suitable room category.
• Check room availability and confirm applicable rates.
• Clearly explain guarantee rules, special pricing, and cancellation terms to callers.
• Record and support special requests where possible.
• Respond to questions about hotel services, facilities, and room options.
• Use selling techniques to help improve revenue performance.
• Enter and retrieve information in the reservations system accurately.
• Apply the correct codes and rates for special reservation categories such as complimentary stays, employee discounts, travel agent inspection rates, and wholesale bookings.
• Follow the appropriate escalation process when guest issues need further attention.

Standards and expectations

• Follow all company policies and operating procedures.
• Keep uniform and personal presentation neat and professional.
• Protect confidential information, company property, and the privacy and security of guests and colleagues.
• Greet and acknowledge guests in line with company service standards.
• Recognize service needs early and assist guests with disabilities when required.
• Thank guests warmly and genuinely.
• Communicate clearly and professionally, including when answering calls.
• Build positive relationships with coworkers and contribute to shared team goals.
• Listen carefully and respond appropriately to employee concerns.
• Meet quality assurance standards.
• Be able to move, lift, carry, push, pull, and position objects weighing up to 10 pounds without assistance.
• Carry out other reasonable duties assigned by supervisors.

Preferred qualifications

A high school diploma or GED is preferred. No previous related work experience is required, and there is no supervisory experience requirement. No license or certification is needed.

About the brand

Autograph Collection is a fast-growing portfolio of distinctive independent four- and five-star hotels. Each property is selected for its originality, character, and ability to deliver memorable experiences tailored to modern travelers who value individuality and meaningful journeys. Joining the brand means becoming part of a broader global hospitality organization committed to helping associates do their best work and grow personally and professionally.

Equal opportunity

The employer provides equal opportunity and welcomes people from all backgrounds. Hiring decisions are made without discrimination on protected grounds, including disability, veteran status, and other legally protected characteristics.