Reservations/Guest Experience All Rounder

Job Description

About the role...

About the Role

As our Reservations Agent / Guest Experience All Rounder, you will:

Reservations Responsibilities

• Process and manage guest reservations across multiple channels, including phone, email, and online booking platforms.
• Provide exceptional customer service by responding to guest enquiries, addressing concerns, and offering solutions in a timely and professional manner.
• Maintain accurate and up-to-date reservation records within hotel booking systems and databases.
• Process payments and verify booking confirmations with guests.
• Manage cancellations, amendments, and special requests with professionalism and attention to detail.
• Monitor room availability, rates, packages, and promotional offers.
• Identify and resolve booking discrepancies and guest concerns promptly.
• Support the reservations team with administrative tasks and provide coverage as required.

Guest Experience / Front Office Responsibilities

• Deliver outstanding guest service and create memorable guest experiences.
• Assist guests during check-in and check-out procedures.
• Handle guest enquiries and requests professionally and efficiently.
• Collaborate closely with Housekeeping, Maintenance, Food & Beverage, and other hotel departments.
• Support Front Office operations during peak periods and as business demands require.
• Ensure guest satisfaction by proactively resolving concerns and exceeding expectations.

Qualifications

What You Will Bring...

To be successful in this role, you will have:

• Previous experience in reservations, customer service, hospitality, or Front Office operations.
• Strong knowledge of reservations systems and booking software.
• Excellent verbal and written communication skills.
• Exceptional organisational and time management abilities.
• The ability to multitask and prioritise effectively in a fast-paced environment.
• Strong attention to detail with excellent data entry accuracy.
• A proactive and customer-focused approach.
• Excellent problem-solving skills and the ability to remain calm under pressure.
• Confidence working both independently and as part of a team.
• Flexibility to work a rotating roster, including weekends, evenings, and public holidays as required.
• Proficiency with Microsoft Office applications and general computer literacy.

Preferred Experience

• Hospitality, tourism, or travel industry experience.
• Experience using Opera Cloud, ResaWeb, and ACDC.
• Previous Front Office experience within a hotel environment.

Additional Information

Why Join Us?

At our hotel, our people are at the heart of everything we do. In return for your passion and commitment, we offer:

• Complimentary staff meals whilst on shift.
• Generous Accor Heartist benefits, including discounted accommodation and dining across participating hotels and restaurants.
• A collaborative and supportive team culture.
• Ongoing learning and professional development opportunities.
• Reward and recognition programs.
• Exposure to both Reservations and Front Office operations, providing valuable cross-functional experience.
• Clear career progression pathways within the hotel and the wider Accor network, including opportunities to advance into Front Office, Revenue, Reservations Leadership, Guest Experience, Duty Manager, and Hotel Operations roles.
• The opportunity to build a long-term hospitality career with one of the world's leading hotel groups.

Ready to Join the Team?

If you're passionate about hospitality, thrive on delivering exceptional guest service, and enjoy a role that offers variety and flexibility, we'd love to hear from you.

Apply now and become part of a team that creates memorable experiences for every guest, every day.