Software Support Specialist/ Revenue Management

This role is available for someone who has experience working in a Hotel environment in either a Reservations, Revenue or Front Office role for a minimum of 2 years. Ideally someone who is confident, customer focused and who is technically minded. This role is ideal for someone looking to upskill and learn more about the field of Revenue Management. The role is full time, the successful candidate will be able to choose from a variety of workplace options – fully remote, fully office based or a hybrid option.

You will be responsible for client support, relationship building, system training & successfully onboarding new clients to our software. To liaise with the Development Team, Lead Developer and Business Manager and have the ability to multitask projects.

The ideal candidate would have

• Previous experience in customer focused role
• Previous Hotel experience in a Reservations, Revenue or Front Office role
• Experience with Property Management Systems & Channel Managers
• Proficient in MIcrosoft Excel
• Excellent organisation and administrative skills
• The ability to multitask, prioritise & juggle timelines
• Strong ability to manage relationships
• A self-starter who is able to manage their time and work to deadlines
• Comfortable working on multiple projects at the same time
• Good attention to detail
• Confidence to speak up if you are unsure or need help

About The Role

Principle Accountabilities

Client Support and Retention

• To maintain regular contact with existing clients
• To handle & prioritise customer requests
• Troubleshoot a variety of technical issues customers may experience and manage any escalations internally around these issues.
• Provide ongoing training to clients to ensure they successfully adopt Rate Wise products
• Manage multiple client cases at a time with strict observance of associated tasks and deadlines.
• To communicate clearly, professionally & effectively with clients & partner software companies
• Become a Rate Wise product expert to enable you to carry out a successful implementation for each customer

New Business

• To establish a good working relationship from the outset by communicating meaningfully with new clients and ensuring that their experience with Rate Wise is a positive and professional one
• To carry out & complete the onboarding process with new clients & assist with the training process
• To identify potential new clients from existing customers and pass on any leads to the Business Manager

Rate Wise Development & Support

• To liaise with the Business Manager and Development Lead, to issue tasks to the development team and prioritise the work load: Prioritising clients firstly
• To follow up on issued tasks and to verify the work has been completed by testing it where possible.
• To become competent in the applications we use to help streamline our productivity: Monday.com, MS Teams and Microsoft Azure.
• To follow up on any errors, bugs, failures in systems and ensure we rectify and bring all issues to a closed or fixed status.
• To work with the Rate Wise development team by capturing customer feedback. Actively make suggestions and recommendations for software enhancements in line with client demand and industry developments.
• To organise and liaise with external companies & suppliers as & when needed.
• To update testing documentation with new products and features for use by the external testing company.

Communication, Leadership & Teamwork

• To attend all internal meetings as requested
• To liaise with other departments.
• To be completely familiar with all Rate Wise products and services, and to promote them whenever possible
• To lead by example, specifically with regard to personal presentation, punctuality, attendance, application to work, team work and customer care

Required Criteria

• Do you have 2 years work experience in a hotel Reservations, Revenue or Front Office Role?

Skills Needed

Reception skills, Reservation skills

About The Company

Founded in 1996, PREM Group is a European hospitality management leader, operating an extensive portfolio of hotels, serviced apartments, and properties. With a presence in multiple countries, PREM Group manages its own brands, including Premier Suites and Leopold Hotels, while also offering tailored management services for property owners. The company’s success lies in its commitment to delivering superior guest experiences, maintaining operational excellence, and fostering innovation. PREM Group also emphasizes sustainability, ensuring responsible practices across its operations. Headquartered in Dublin, the company is supported by a highly skilled team, passionate about creating memorable stays for guests and value for property owners. With over two decades of expertise, PREM Group continues to set standards in the hospitality industry.

Company Culture

PREM Group promotes a culture of collaboration, innovation, and inclusivity. The company is built on a foundation of respect for its employees, guests, and stakeholders, fostering an environment where team members feel empowered and valued. Focused on professional growth, PREM Group provides ample opportunities for learning and development, encouraging employees to reach their full potential. Sustainability and community engagement are core values, with the company striving to make a positive impact through responsible practices and local initiatives. At PREM Group, teamwork and a shared commitment to delivering exceptional guest experiences define the work environment, ensuring both personal fulfillment and organizational success.

Company Benefits

PREM Group offers a range of benefits designed to attract, retain, and support its employees. Team members enjoy competitive salaries, comprehensive training programs, and clear career progression pathways within the hospitality industry. Health and well-being are prioritized, with wellness programs and access to mental health resources available. The company also provides discounted stays at its properties and offers recognition programs to celebrate employee achievements. A strong emphasis is placed on work-life balance, with flexible working arrangements where possible. PREM Group’s supportive and inclusive environment ensures employees feel valued, motivated, and empowered to excel in their roles while contributing to the company’s continued success.

Just some of the benefits of working with us:

• Great Place to Work Accredited

• Awarded 'Best Employer' at the Failte Ireland Employer Excellence Awards 2023 & 2024

• Awarded ‘Best Workplace in Ireland 2024’

• Awarded ‘Best Workplace for Women in Ireland 2024’

• Awarded 'Best Workplace for Health & Wellbeing 2024'

• Awarded ‘Outstanding Employer’ by Failte Ireland

• Shared accommodation available if required

• Excellent working environment

• Learning & development opportunities

• Career progression opportunities

• Competitive salary

• Staff uniform

• Employee discount rates as well as friends and family rates

• Breakfast, lunch and dinner options provided

• Newly refurbished staff canteen

• Annual housekeeping awards including overall employee of the year and quarter year

• Summer and Christmas party

• Flexible working hours

• Excellent hotel staff rates across Ireland, UK & Continental Europe

• Employee assistance programme

• Discounted health Insurance

• Free car parking

Health insurance, Flexible schedule, Employee discounts, Competitive salary, Long service recognition, Culture of recognition, On the job learning, Progression opportunities, Long service awards, Staff celebration events

Salary

Not disclosed