Reservation Agent

Job Description

Are you passionate about hospitality, customer service, and creating memorable guest experiences?
We are currently seeking a vibrant and customer-focused Reservations Agent to join our team. This is an exciting opportunity to work in a dynamic hotel environment where you’ll play a key role in managing reservations and delivering exceptional service.

About the Role
As a Reservations Agent, you will be the first point of contact for guests, managing room inquiries, bookings, confirmations, and cancellations. You’ll also assist with yield management to maximise occupancy and revenue while ensuring a personalised and seamless guest experience.

Key Responsibilities

• Handle all incoming reservations enquiries in a timely and professional manner, ensuring calls are answered in line with brand standards.
• Efficiently and accurately process reservations, including special requests, while updating guest records in the system.
• Proactively up-sell rooms, packages, and promotions to maximise revenue opportunities.
• Provide up-to-date and detailed information on hotel facilities, services, special offers, and promotions.
• Build strong guest relationships by tailoring recommendations and using guest history to enhance their stay.
• Maintain effective communication and positive working relationships across all hotel departments.
• Assist with overflow calls and support front office operations when required.

Qualifications

• Previous experience in a reservations or customer service role, ideally in a hotel environment.
• Strong computer skills, including Microsoft Office and knowledge of OPERA PMS (preferred).
• Fluent oral and written English; additional languages will be highly regarded.
• Excellent communication and interpersonal skills, with a passion for sales and promotions.
• Immaculate presentation and grooming standards.
• Ability to multitask while maintaining exceptional attention to detail.
• Proactive, “can-do” attitude with a friendly and outgoing personality.
• Flexibility to work a variety of shifts, including mornings, evenings, weekends, and public holidays.

Full Australian work rights are a requirement for this role as we are unable to offer sponsorship for this position.