Guest Experience & Reservations Specialist

Colonial Group; Cairns Regional; On-site; AUD 48,000 - 60,000; Full time

Job summary

Colonial Group in Cairns, Australia, invites applications for a Reservations Agent to guide guests from initial inquiry to arrival, coordinating room availability, rates, and upgrades with the hotel team to ensure a smooth and enjoyable stay.

Responsibilities include handling reservations across channels, processing payments securely, resolving billing or room issues, and providing exceptional customer service. The role emphasizes accuracy and guest satisfaction in a fast-paced environment.

Qualifications

• Customer service experience in hospitality is preferred.
• Experience with reservation and property management systems is a plus.
• Strong communication and problem-solving abilities are essential.

Responsibilities

• Manage reservations via phone, email, and online platforms, providing accurate information on room availability and rates.
• Be the first point of contact for guests, addressing inquiries and assisting with modifications and cancellations.
• Allocate rooms based on guest preferences and availability to ensure a comfortable stay.
• Process payments securely and verify billing details for accuracy.
• Suggest room upgrades and special amenities to enhance guest experiences.
• Maintain meticulous reservation records to monitor availability and smooth check-ins/outs.
• Assist in resolving guest complaints related to reservations, billing, or room assignments.

Skills

Customer service

Strong communication

Problem solving

Team player

Tools

Property Management Systems

Job description

Colonial Group in Cairns, Australia, invites applications for a Reservations Agent to guide guests from initial inquiry to arrival, coordinating room availability, rates, and upgrades with the hotel team to ensure a smooth and enjoyable stay.

Responsibilities include handling reservations across channels, processing payments securely, resolving billing or room issues, and providing exceptional customer service. The role emphasizes accuracy and guest satisfaction in a fast-paced environment.