Work Environment
Reservations Staffs typically work in the following Career Sectors:
Videos on the Web
- Reservations Staff- from: Youtube Search
Most commonly reported Work Activities
- Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
- Performing for or Working Directly with the Public Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
- Making Decisions and Solving Problems Analysing information and evaluating results to choose the best solution and solve problems.
- Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Identifying Objects, Actions, and Events Identifying information by categorising, estimating, recognising differences or similarities, and detecting changes in circumstances or events.
- Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Processing Information Compiling, coding, categorising, calculating, tabulating, auditing, or verifying information or data.
- Updating and Using Relevant Knowledge Keeping up-to-date technically and applying new knowledge to your job.
The Work
Reservations staff make reservations, process payments and send booking confirmations and tickets to the customer. The range of duties and responsibilities of reservations staff vary depending on where they work, but the core duties are the same for most reservations staff, namely sales and customer service.
While most services offer online reservations, there are always some customers who prefer to talk to a person. And this also gives reservations staff the opportunity to promote additional services and add-ons. For example: package deals for hotels and cruises, upgrades and insurance packages for car rental facilities, VIP upgrades for concerts, and additional luggage allowances for airlines. Wherever, the reservations staff work, they must be very knowledgeable on the services they are selling or promoting. Some employers offer bonuses for reaching specific sales targets.
The job also involves answering incoming calls and responding to customer queries and complaints. There can be mistakes and last-minute changes to reservations that need to be managed and sometimes refunds need to be paid to customers. In hotels, reservations staff may monitor cancellations and no-shows so that rooms can be offered to other guests.
Every member of staff who deals with customers’ 'personal data', such as names and addresses, or who process payment card transactions, need to have some knowledge of the General Data Protection Regulations (GDPR). It is the responsibility of the employer to give job-specific information on GDPR in their organisation. You can read more about data protection in the workplace here.
Most commonly reported Work Tasks
- Greet, register, and assign rooms to guests of hotels or motels.
- Contact housekeeping or maintenance staff when guests report problems.
- Issue room keys and escort instructions to bellhops.
- Make and confirm reservations.
- Verify customers' credit, and establish how the customer will pay for the accommodation.
- Keep records of room availability and guests' accounts, manually or using computers.
- Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers.
- Review accounts and charges with guests during the check out process.
- Record guest comments or complaints, referring customers to managers as necessary.
- Compute bills, collect payments, and make change for guests.
Qualities - Reservations Staff
When you work with reservations, you need to have excellent sales and customer service skills. That means that you need very good phone manners and listening skills. You need excellent communication skills and the ability to persuade when needed.
Reservations staff should also be detail-orientated and enjoy assisting others.
Interests - Reservations Staff
This occupation is typically suited for people with the following Career Interests:
Administrative
Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their most productive under supervisors who give clear guidelines and while performing routine tasks in a methodical and reliable way.
They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.
Enterprising
Enterprising people like situations that involve using resources for personal or corporate economic gain. Such people may have an opportunistic frame of mind, and are drawn to commerce, trade and making deals. Some pursue sales and marketing occupations. Many will eventually end up owning their own business, or in management roles in larger organisations. They tend to be very goal-oriented and work best when focused on a target. Some have an entrepreneurial inclination.
Social
The Social person's interests focus on interacting with the people in their environment. In all cases, the Social person enjoys the personal contact with other people in preference to the impersonal dealings with things, data and ideas found in other groups.
Many will seek out positions where there is direct contact with the public in some advisory role, whether a receptionist or a counsellor. Social people are motivated by an interest in different types of people and like diversity in their work environments. Many are drawn towards careers in the caring professions and social welfare area, whilst others prefer teaching and other 'informing' roles.
Entry - Reservations Staff
No formal qualifications are needed to work as reservations staff, but experiences of working with Hospitality, customer service and sales are valued by employers.
Training and Development
Courses in tourism and hospitality can help you get started or progress as reservations staff and there are courses available across Ireland.
Level 4, 5 & 6 courses in Hospitality Operations for example, or more general administrative courses, such as Reception and front desk office skills can be found at Colleges of Further Education and ETB centres across the country.
Training & Development
FET Centre Traineeship: Hospitality & Busienss NFQ Level 5 Search our FET Coursefinder
FET Centre PLC Courses: Hotel, Hospitality & customer Service NFQ Level 5 Search our FET PLC coursefinder
Apprenticeship: Sales Apprenticeship NFQ level 6 Search Apprenticeships
Higher Education CAO Entry Hospitality Management, Business, Marketing NFQ Level 7 & 8 Search our CAO coursefinder
Last Updated: March, 2023
Pay & Salary - Reservations Staff
Salary Range (thousands per year)* €32k - €48k
Salaries may vary based on employer, location, and duties.
Data Source(s):
Excel / Indeed/ Morgan McKinley/ Sigmar
Last Updated: February, 2024
* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.
View Salary information from Indeed.ie
Note: data not aways available
Labour Market Updates - Reservations Staff
This information has been derived from the Solas National Skills Bulletin (2023).
Employment grew between 2021 and 2022 for this occupation, with numbers returning to preCOVID-19 levels. Half of those employed worked part-time and there was a high level of recent job hires. DSP Jobs Ireland vacancies for receptionists primarily related to hotel receptionists. Factors such as automation may reduce the future demand for these roles.
Useful Contacts - Reservations Staff
-
Fáilte Ireland
- Amiens Street, Dublin 1
- (01) 884 7700
- [email protected]
- Click Here
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Irish Hospitality Institute
- 12 Priory Office Park, Stillorgan Rd, Co. Dublin
- (01) 662 4790
- Click Here
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National Association of Visitor Experiences and Attractions (AVEA)
- AVEA C/o Ground Floor, Unit 5, Sandyford Office Park, Sandyford Dublin 18
- +353 (0)1 293 6807
- [email protected]
- Click Here
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Irish Self Catering Federation
