At The Great Southern Killarney, our purpose is to be the reason every stay becomes a story. We are looking for a Reservations Agent to join our team.
Every team member plays an important role in creating memorable stays for our guests, we are looking for someone who is energetic, friendly and hardworking. Someone who can consistently provide a high standard of service and contribute to the overall guest experience.
Purpose of the position:
As a Reservations Agent, you are often the first voice and first impression of Great Southern Killarney. Every interaction is an opportunity to create confidence, excitement and trust before our guests arrive.
Your role is to deliver a seamless, personalised reservation experience that reflects the warmth, professionalism and luxury associated with Great Southern Killarney. Through exceptional service, attention to detail and commercial awareness, you will help to maximise hotel revenue while ensuring every guest feels valued from their very first contact.
Key Responsibilities
Guest Experience
- Deliver warm, genuine and personalised service in every guest interaction.
- Respond promptly and professionally to all telephone and email enquiries.
- Build rapport with guests and understand their individual needs.
- Create memorable first impressions that encourage guest loyalty and repeat business.
- Resolve guest enquiries and reservation issues with confidence and professionalism.
Reservations Management
- Process all accommodation reservations accurately using Opera Cloud.
- Manage amendments, cancellations and special requests efficiently.
- Ensure guest profiles and reservation details are complete and accurate.
- Monitor room availability and booking patterns.
- Maintain excellent knowledge of room types, facilities, dining experiences, spa offerings and hotel events.
Revenue & Sales
- Maximise revenue through effective upselling and cross-selling.
- Promote room upgrades, packages and seasonal offers.
- Identify opportunities to increase average daily rate and overall booking value.
- Convert enquiries into confirmed bookings through confident product knowledge and excellent communication.
Team Collaboration
- Work closely with Front Office, Revenue, Sales, Events, Housekeeping and Food & Beverage teams.
- Communicate guest preferences and special requests accurately.
- Support colleagues to ensure a seamless guest journey from reservation through departure.
Administration
- Maintain accurate records and correspondence.
- Ensure compliance with GDPR and hotel policies.
- Follow all reservation procedures and service standards.
Our Reservations Team Standards
Every Reservations Agent is expected to:
- Put the guest at the heart of every decision.
- Take ownership of every enquiry.
- Communicate with warmth, empathy and professionalism.
- Pay attention to the smallest details.
- Continuously seek opportunities to personalise each guest experience.
- Support colleagues with respect and teamwork.
- Take pride in representing Great Southern Killarney.
Knowledge & Skills
Essential
- Excellent telephone and written communication skills.
- Outstanding customer service.
- Strong organisational skills.
- Excellent attention to detail.
- Ability to multitask under pressure.
- Good computer literacy.
- Professional appearance and manner.
Preferred
- Previous luxury hotel experience.
- Opera Cloud experience.
- Knowledge of OTA reservations.
- Understanding of revenue management principles.
Our Commitment
At the Great Southern Killarney, every reservation is more than a booking—it is the beginning of a guest's story.
Every conversation, every email and every detail matters. Together, we create memorable experiences long before our guests arrive.
We believe in FINER hospitality, be part of something FINER!
To submit:
- Candidates must hold an Irish or European passport (work permits cannot be issued for this position)
- Please submit your fully detailed CV to Aine McMahon (Reservation Manager)
- Should you not hear from us within two week of your application, please do consider your application unsuccessful
Scally Hotel Collection are an equal opportunities employer.
Job Types: Full-time, Permanent
Pay: €15.00-€15.30 per hour
Benefits:
- Bike to work scheme
- Company events
- Employee discount
- Gym membership
- On-site gym
- On-site parking
Work authorisation:
Work Location: In person
