Reservations Agent

Job Description

As a Reservations Agent, you’ll be one of the first points of contact for many of our guests. From the first enquiry through to confirming their stay, you’ll create a warm, personalised booking experience while confidently finding opportunities to enhance the guest experience and maximise revenue.

What you'll be doing

• Manage all incoming reservation enquiries across phone and email, providing warm, professional and personalised service.
• Build genuine connections with guests, offering knowledgeable recommendations and identifying opportunities to upsell and maximise revenue.
• Accurately create and maintain reservations and guest profiles in Opera Cloud, including preferences, special requests and booking details.
• Maintain strong knowledge of our rooms, rates, packages, promotions, hotel facilities and local area.
• Monitor the hotel’s general inbox, actioning and transferring enquiries to the appropriate departments while ensuring exceptional service, communication and follow-through.
• Communicate guest requests and important information clearly across departments to ensure a seamless guest journey.
• Work closely with Front Office, Sales and other hotel teams, identifying and communicating relevant sales leads.
• Ensure rates, availability and booking information are accurate and in line with hotel guidelines.
• Stay up to date with hotel communications, promotions and the Accor Live Limitless (ALL) loyalty programme.
• Bring the Accor values and Heartist principles to life through every interaction, while supporting a positive and collaborative team environment.

Qualifications

About You

We're looking for someone who brings genuine warmth, confidence and a passion for creating exceptional guest experiences.

You’ll ideally have:

• Previous experience in hotel reservations, Front Office, customer service or a similar guest-facing role, with luxury or premium hotel experience highly regarded.
• A genuine passion for hospitality and creating memorable guest experiences.
• A natural ability to connect with people and make guests feel genuinely looked after.
• Strong communication skills, with excellent attention to detail and accuracy.
• Experience with Opera Cloud or a similar PMS, with strong computer skills.
• A confident, personable approach to sales and upselling, with a focus on enhancing the guest experience.
• The ability to quickly learn and confidently communicate our rooms, rates, packages, promotions and hotel offerings.
• Additional language skills are advantageous.
• A proactive, collaborative and can-do attitude, with a genuine desire to learn and grow.
• Flexibility to work a rotating roster, including ongoing Saturday shifts and some public holidays.
• Full working rights in Australia. Please note, sponsorship is not available for this position.

Above all, you’re warm, genuine, reliable and guest-focused. You take pride in the details, communicate openly with your team and understand that great hospitality is about making people feel genuinely seen and looked after.

Additional Information

At The William Inglis Hotel, part of Accor’s MGallery Collection, you’ll enjoy:

• Career development and opportunities across Accor
• Global Heartist discounts on accommodation and dining
• Complimentary car parking and discounted barista coffee! 
• A supportive, inclusive and active team culture
• The chance to work in a unique hotel blending luxury, heritage and hospitality

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.