Front Office- Receptionist / Reservations (Mt Buller On-Site)

Create Careers; Shire of Mansfield; On-site; AUD 45,000 - 65,000; Full time

Benefits offered by this job

On-site accommodation

Staff discounts across hotel services

Dynamic role with variety

Job summary

Arlberg Hotel in Mt Buller is seeking a Front Office- Receptionist / Reservations on-site to coordinate guest bookings, communications and operational support across reception, reservations and administration. The role involves handling inquiries, processing payments and supporting events during busy periods.

A dynamic, hands-on attitude and a willingness to assist across departments are essential. You will be the central contact for guests and staff, ensuring smooth day-to-day operations in a

Qualifications

• Minimum 5 years of experience in reception, reservations or administration within accommodation, hotel, resort or hospitality settings (excludes purely office roles).
• Strong proficiency with RMS to manage bookings and guest information.
• Experience using Xero for administrative tasks and invoicing is desirable.
• Experience supporting events, group bookings or hospitality sales will be highly regarded, not mandatory.

Responsibilities

• Manage individual and group accommodation bookings through RMS.
• Prepare and issue accommodation quotes, booking confirmations and documentation.
• Follow up quotes, inquiries and sales opportunities to maximise conversion rates.
• Handle guest enquiries via phone, email, online channels and booking platforms.
• Coordinate guest check-ins and check-outs for a seamless experience.
• Review daily arrivals/departures and maintain accurate reservation details.
• Prepare registration cards, welcome letters and arrival documentation.
• Communicate pre-arrival information including hotel services and dining options.
• Process guest payments, deposits and balances accurately.

Skills

Hospitality experience

Customer service

Organisational skills

Communication

Team collaboration

Tools

RMS

Xero

Job description

Front Office- Receptionist / Reservations (Mt Buller On-Site)

Front Office- Receptionist / Reservations (Mt Buller On-Site)

About the Company

Arlberg Hotel is one of Mt Buller's most iconic alpine accommodation and hospitality destinations, offering premium ski-in, ski-out accommodation alongside exceptional dining, bar, café and guest experiences.

Recently refurbished, Arlberg Hotel combines modern alpine comfort with warm hospitality, welcoming thousands of guests each year during the snow season, while also hosting weddings, conferences, retreats, corporate groups and private events throughout the year.

About the Role

This is a diverse and hands-on position that combines reception, reservations, administration, guest services and operational support.

You will be the central point of contact for guests, staff and key operational functions, ensuring the smooth day-to-day running of the hotel. This position requires a highly organised professional who can confidently manage bookings, guest communications, administration, staff coordination and operational tasks within a fast-paced alpine environment. This role is ideal for someone who enjoys variety, thrives in a fast-paced environment and is willing to roll up their sleeves and assist wherever required.

Whilst reception, reservations and administration form the core of the role, you will also support accommodation operations, housekeeping, events and food & beverage activities during busy periods if needed.

Benefits

• Opportunity to join one of Mt Buller's most recognised hospitality venues

• Full-time permanent on-site opportunity (including onsite accommodation available)

• Opportunity to shape and develop your own role within a growing operation

• Join a close-knit and supportive leadership team

• Staff discounts across hotel services

• Dynamic role with no two days the same

• Opportunity to earn additional commission through group bookings and events sales during summer season

• Enjoy an adventurous lifestyle with year-round opportunities in the Victorian Alps

Key Responsibilities

• Manage individual and group accommodation bookings through RMS

• Prepare and issue accommodation quotes, booking confirmations and reservation documentation

• Proactively follow up quotes, booking enquiries and sales opportunities to maximise conversion rates

• Handle guest enquiries via phone, email, online channels and booking platforms

• Monitor and respond to voicemail, Booking.com correspondence and guest messages in a timely manner

• Coordinate guest check-ins and check-outs, ensuring a seamless guest experience

• Review daily arrivals and departures, ensuring reservation details and guest information are accurate

• Prepare registration cards, welcome letters and arrival documentation for incoming guests

• Communicate pre-arrival information, including hotel services, dining options and operational updates

• Process guest payments, deposits, final balances and accommodation charges accurately

• Monitor outstanding payments and follow up overdue balances, deposit requirements and promotional booking deadlines

• Prepare daily operational run sheets and accommodation reports

• Maintain room inventory, accommodation rates and reservation records within RMS

• Monitor room status and occupancy levels, ensuring accurate system updates and room availability information

• Assist with events, group reservations and seasonal sales initiatives

• Manage lost property enquiries and coordinate the return of guest belongings

• Support staff recruitment, onboarding and employee administration activities

• Coordinate staff training resources, operational manuals and workplace documentation

• Prepare and manage hotel and housekeeping rosters during peak and off-peak periods

• Review and approve employee timesheets in accordance with workplace procedures

• Liaise closely with housekeeping supervisors and team members regarding room readiness and operational requirements

• Respond to staff enquiries and provide administrative support across operational departments

• Maintain telephone systems, including phone diversions, speed dial directories and guest communication channels

• Maintain and update hotel templates, guest correspondence, form letters and operational documentation

• Monitor and maintain first aid kits and associated compliance records across the property

• Review and update guest compendiums, in-room information and property collateral

• Assist with front-of-house operations, guest functions and event delivery when required

• Provide hands-on operational support across accommodation, housekeeping, events and hospitality functions during busy periods

• Troubleshoot guest, operational and system-related issues as they arise

About You

To be successful in this role, you will have:

• Minimum 5 years' experience in a similar accommodation, hotel, resort or hospitality reception, reservations and administration support role

• Strong proficiency with RMS

• Working knowledge of Xero and general administration processes

• Experience managing bookings, reservations and guest services functions

• Strong organisational and time management skills

• Previous experience working within collaborative team environments

• Experience preparing staff rosters and approving timesheets

• Excellent written and verbal communication skills

• Confidence managing multiple priorities in a fast-paced environment

• Strong problem-solving and troubleshooting abilities

• Experience supporting events, conferences, group bookings or hospitality sales will be highly regarded (not mandatory)

• A hands-on attitude and willingness to support operational teams wherever needed (mandatory)

• Professional, well-presented and guest-focused, with the ability to represent the hotel positively in a highly visible customer-facing role.