Guest Experience Reservations Specialist

Accor; Cairns Regional; On-site; AUD 42,000 - 58,000; Full time

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Job summary

Mantra Esplanade Cairns, part of Accor, seeks a Reservations Agent to manage inquiries, room availability, rates and offers. You will interact with guests via phone, email and online platforms, proposing upgrades and ensuring a smooth experience with the hotel team.

Bring strong customer service and communication skills; previous hospitality experience and familiarity with reservation systems will help you excel in this busy coastal property in Cairns, Australia.

Qualifications

• Customer service-oriented with exceptional communication skills.
• Previous experience in a similar hospitality role preferred.
• Proficiency in using reservation and property management systems.
• Strong problem-solving abilities and ability to stay calm under pressure.
• Team player with a positive attitude and a willingness to go the extra mile.

Responsibilities

• Manage reservations via phone, email and online platforms with accurate information on availability and rates.
• Be the first point of contact for inquiries and assist with modifications and cancellations.
• Allocate rooms based on guest preferences, availability and business needs.
• Process payments securely and verify billing details.
• Suggest upgrades and amenities to enhance the guest stay.
• Maintain meticulous reservation records for smooth check-ins/check-outs.
• Resolve guest complaints related to reservations, billing or room assignments.

Skills

Customer service

Communication skills

Problem solving

Team player

Attention to detail

Hospitality experience

Tools

Reservation systems

PMS software

Job description

Mantra Esplanade Cairns, part of Accor, seeks a Reservations Agent to manage inquiries, room availability, rates and offers. You will interact with guests via phone, email and online platforms, proposing upgrades and ensuring a smooth experience with the hotel team.

Bring strong customer service and communication skills; previous hospitality experience and familiarity with reservation systems will help you excel in this busy coastal property in Cairns, Australia.