Group Reservations Agent

Colonial Group; Tweed Shire Council; On-site; AUD 55,000 - 70,000; Full time

Job summary

Colonial Group in Australia is seeking a Group Reservations Agent to be the go-to expert for Groups, handling allotments, room availability, contracts, producing Rooming Lists and action plans for Groups and VIP Groups. You will also act as a point of contact for Organisers regarding availability, cancellation and terms, and special requests.

As part of the Reservations team you will also support FIT bookings, quoting rates to maximise room revenue and deliver excellent service.

Qualifications

• Experience in hospitality is preferred.
• Professional phone manner and strong client rapport.
• Knowledge of hotel features and local attractions.
• Fast and accurate data entry in hotel systems.
• Clear written and verbal communication.

Responsibilities

• Assist with Group enquiries and bookings for Accommodation and Conferences.
• Provide accurate information on room availability, rates, and offers.
• Be the main contact for Group reservations, cancellations and modifications.
• Allocate rooms per guest preferences and requirements.
• Handle payments securely and verify billing details.
• Suggest upgrades and amenities to enhance stays.
• Maintain records of availability for smooth check-ins/outs.
• Resolve guest issues related to reservations or billing.

Skills

Customer service

Communication

Group bookings

Attention to detail

Tools

Sihot CRS

Cisco phone systems

Microsoft Office

Job description

Purpose

As a Group Reservations Agent, you play a crucial role in assisting clientele to deliver the highest level of guest service and a memorable seamless stay. Think of yourself as the go-to expert for Groups; including allotment, room availability, contract conditions, producing Rooming Lists and action plans for our Groups and VIP Groups. You will also act as a point of contact for Organisers regarding availability, cancellation and terms, and special requests. As part of the Reservations team you will also support FIT bookings, quoting available rates to maximise room revenue and be responsible for offering excellent customer service.

Primary Responsibilities

• Assisting with Group enquiries, direct Accommodation and Conference & Event Groups
• Providing guests with accurate information on room availability, rates, and special offers
• Be the main point of contact for Group accommodation with clientele, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
• Allocate rooms based on guest preferences and meeting strata regulations, check availability and business demands, ensuring a comfortable and enjoyable stay
• Safely and securely handle payment transactions, verifying billing details for accuracy
• Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
• Maintain meticulous records to monitor room availability and ensure smooth check-ins and check-outs
• Able to effectively reconcile accounts
• Assist in resolving guest complaints or issues related to reservations, billing, or room assignments

Skills and Experience

• Previous experience in a similar role in the hospitality industry is preferred
• Proven ability to provide exceptional customer service, including a professional phone manner and the ability to establish strong client rapport
• In-depth understanding of hotel features, amenities, room information, and surrounding area attractions to effectively address guest inquiries and provide recommendations
• Competency in fast and accurate data entry, with experience in relevant systems like Sihot CRS, CISCO phone systems, and Microsoft Office Suite (Word, Excel, Outlook)
• Demonstrated ability to resolve guest issues efficiently and effectively, ensuring high levels of satisfaction
• Well-developed written and verbal communication skills to handle guest inquiries professionally and convey information clearly