ALLRes Consultant

Accor Apartments & Realty; Gold Coast City; On-site; AUD 40,000 - 62,000; Full time

Job summary

Accor is seeking an ALLRes Consultant based at the Gold Coast Corporate Office to be the go-to expert for room availability, rates, and reservations across Australia and New Zealand. You will collaborate with on-site teams to ensure a smooth and enjoyable guest experience while suggesting upgrades to enhance stays.

You will handle inquiries, assist with modifications and cancellations, and ensure secure payment processing.

Qualifications

• Customer service-oriented with exceptional communication skills.
• Previous experience in a similar role in hospitality is preferred.
• Proficiency in Microsoft Office and reservation/property management systems a plus.
• Ability to remain calm under pressure and solve problems.
• Team player with a positive attitude and flexibility for a rotating schedule.

Responsibilities

• Manage reservations via phone, email, and online platforms with accurate information on availability and rates.
• Be the first point of contact for guests, handling inquiries and reservation changes.
• Safely process payments and verify billing details for accuracy.
• Suggest room upgrades and amenities to elevate guest stays.
• Assist in resolving guest complaints related to reservations or billing.

Skills

Customer service

Strong communication

Calm under pressure

Team player

Flexible schedule

Tools

Microsoft Office

Reservation systems

Property management systems

Job description

Purpose

As an ALLRes Consultant, based at the Accor Gold Coast Corporate Office, you assume a pivotal role within our ALLRes and Guest Experience Team. Think of yourself as the go-to expert for room availability, rates, and creating reservations for our properties across Australia and New Zealand. You bring a touch of excitement by suggesting enticing upgrades; all while working seamlessly with our Teams on-site to ensure a smooth and enjoyable guest experience.

Primary Responsibilities

• Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
• Be the first point of contact for our guests, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
• Safely and securely handle payment transactions and verify billing details for accuracy
• Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
• Assist in resolving guest complaints or issues related to reservations or billing

Skills and Experience

• Customer service-oriented with exceptional communication skills
• Previous experience in a similar role in the hospitality industry is preferred
• Proficiency in using Microsoft Office, reservation and property management systems is a plus
• Problem-solving skills and the ability to remain calm under pressure
• Team player with a positive attitude and willingness to go the extra mile
• Capable of embracing a flexible rotating schedule, including nights, weekends, and public holidays