Cluster Reservations Agent

TFE Hotels Group; Melbourne; On-site; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Hotel stays

Dining discounts

Flexible leave

Career development

Job summary

TFE Hotels Group is seeking a Cluster Reservations Agent based at Adina Southbank, Melbourne. You will manage reservations across multiple properties, delivering exceptional guest service and coordinating with front-line teams to optimise occupancy.

Join a dynamic hospitality group that values personalised service, operational excellence and career development within a global portfolio of hotels.

Qualifications

• Experience in reservations, customer service, hospitality or sales support.
• Experience using reservation or hotel management systems.
• Strong communication and interpersonal skills.
• Excellent organisational abilities and attention to detail.
• Proactive, customer-focused approach to problem solving.
• Experience across multiple properties is advantageous.

Responsibilities

• Deliver exceptional guest service across reservation interactions and provide a positive first impression.
• Respond promptly to reservation enquiries across multiple channels.
• Accurately process reservations, amendments and cancellations per hotel policies.
• Maintain guest information and reservation records in hotel systems.
• Build relationships with guests by understanding needs and offering tailored solutions.
• Collaborate with hotel teams to ensure accurate, efficient reservation details.
• Maintain knowledge of facilities, room types, packages and promotions.
• Contribute to occupancy goals and revenue targets through effective reservations.
• Manage reservations across multiple properties while balancing availability and guest preferences.

Skills

Reservations experience

Customer service

Communication skills

Organisational skills

Problem solving

CRM platforms

Hotel management systems

MS Office

Tools

Reservation systems

CRM platforms

Hotel management systems

Microsoft Office Suite

Job description

Cluster Reservations Agent |Based at Adina Southbank, Melbourne | Full Time

At TFE Hotels, we're proud to be one of Australia's leading global hospitality groups. We combine local spirit with international opportunity. We're passionate about people and the experiences we create together, where individuality is celebrated and collaboration comes naturally. Here, you'll be supported to grow, learn and make a real impact with the tools, development and benefits to help you thrive.

About the Role

We are currently recruiting a customer-focused and commercially minded professional to join our Cluster Reservations team Victoria as a Cluster Reservations Agent based at Adina Southbank, Melbourne.

You'll help guests begin their journey by creating confidence from their very first interaction. Through genuine conversations, product knowledge and exceptional service, you'll help turn travel plans into memorable stays. By building strong guest relationships and delivering seamless booking experiences, you'll play an important role in shaping every guest's first impression of TFE Hotels.

Working across multiple properties, you'll enjoy a fast-paced environment where every enquiry is an opportunity to connect guests with the right stay while contributing to occupancy and business success.

Key Responsibilities

• Deliver exceptional customer service through every guest interaction, creating a positive first impression of our hotels.
• Respond promptly and professionally to reservation enquiries across multiple communication channels.
• Accurately process reservations, amendments and cancellations in accordance with hotel policies and procedures.
• Maintain accurate guest information and reservation records within hotel systems.
• Build strong relationships with guests by understanding their needs and providing tailored accommodation solutions.
• Collaborate with hotel teams to ensure reservation details are communicated accurately and efficiently.
• Maintain knowledge of hotel facilities, room types, packages and promotions to confidently assist guests.
• Contribute to achieving departmental service standards, occupancy goals and revenue targets.
• Manage reservations across multiple hotels while balancing availability and guest preferences.
• Work collaboratively with multiple hotel teams to optimise occupancy and deliver exceptional guest experiences.

Skills & Experience

We're looking for someone who brings:

• Previous experience in reservations, customer service, hospitality or sales support.
• Experience using reservation or hotel management systems is (preferred)
• A passion for delivering exceptional guest and customer experiences.
• Excellent interpersonal, communication and relationship-building skills.
• Advanced training in reservation systems or revenue management is advantageous
• Strong organisational skills and the ability to manage multiple priorities.
• High attention to detail and administrative accuracy.
• A proactive, customer-focused approach to problem solving.
• Confidence using Microsoft Office Suite and business systems.
• Experience using reservation systems, CRM platforms or hotel management systems
• The ability to manage multiple enquiries while maintaining exceptional service standards.
• Experience managing reservations across multiple properties or business units (advantageous).
• The ability to balance competing occupancy demands while maintaining exceptional guest service.

The Benefits

At TFE Hotels, we believe work should feel good for our guests and for our people. This is a place where you can be yourself, feel supported and build a career that grows as you do.

More value every day - E njoy hotel stays, dining discounts, entertainment savings and everyday deals that support your wellbeing and help your money go further.

Flexibility & wellbeing - Supportive leave options give you time to recharge, reset and prioritise life outside work.

Real career growth - Development through ACADEME and Genie offers hands-on experience, clear pathways and flexible learning to build your career your way.

Strong culture, global opportunities - Be heard in a flat, collaborative culture while accessing global career experiences, travel opportunities and purpose-led work.