Group Reservations Specialist (FIT & Groups)

Novotel Hotels; Western Australia; On-site; AUD 50,000 - 70,000; Full time

Job summary

Novotel Hotels Australia seeks an experienced Reservations/Front Office professional to manage group blocks from handover to departure, ensuring accurate rooming lists and timely responses while coordinating with Operations and Revenue teams.

You will load rooming lists into Opera within 24 hours, handle special requests, maintain loyalty memberships, and produce reports, all while upholding Accor standards and engaging with group organisers and travel partners.

Qualifications

• Minimum 1-2 years of experience in a Front Office or Reservations role.
• Strong working knowledge of Microsoft Outlook, Microsoft Office and Opera.

Responsibilities

• Manage group blocks from handover to departure, monitoring cut-off dates, inventory and wash of business, escalating to Ops Manager and Revenue Director.
• Load rooming lists into Opera within 24 hours and modify reservations as needed.
• Handle group requests and respond within 24 hours; communicate requirements to other departments.
• Deliver the group experience, liaise with group contact and hotel stakeholders before, during and after stay.
• Manage loyalty memberships for group guests and ensure accurate recording on reservations.
• Prepare group information sheets and brief hotel stakeholders prior to arrival.
• Handle group payments, cancellations and terms per signed agreement.
• Produce reports (Group Wash, Rooming List Status) as requested by Ops Manager/Director of Revenue.
• Maintain filing system for all group reservations and correspondence; perform Reservations duties.
• Address guest complaints and enquiries; inform Ops Manager of feedback; maintain guest history.
• Ensure VIP and complimentary room night procedures are followed; uphold Accor standards.
• Promote good public relations with group organisers, PCOs, travel agents and partners.
• Maintain ResaVision score in line with department benchmarks; adapt to additional duties as assigned.
• Assist with guest enquiries and FIT bookings; answer calls promptly.

Skills

Customer service

Tools

Opera

Microsoft Office

Microsoft Outlook

Job description

Novotel Hotels Australia seeks an experienced Reservations/Front Office professional to manage group blocks from handover to departure, ensuring accurate rooming lists and timely responses while coordinating with Operations and Revenue teams.

You will load rooming lists into Opera within 24 hours, handle special requests, maintain loyalty memberships, and produce reports, all while upholding Accor standards and engaging with group organisers and travel partners.