Guest Experience Reservations Specialist

Accor; Queensland; On-site; AUD 42,000 - 54,000; Full time

Job summary

Accor in Queensland is seeking a Reservations Agent to manage bookings and guest inquiries from initial contact through arrival. You’ll optimize room availability, rates, and upgrades while collaborating with hotel teams to ensure a seamless guest experience.

Ideal candidates bring hospitality experience, strong communication, and proficiency with reservation systems. This full-time role supports a welcoming, service-driven environment with a focus on accuracy and guest satisfaction.

Qualifications

• Experience in hospitality or travel industry is preferred.
• Strong communication and problem-solving abilities.
• Customer-focused with attention to detail.
• Familiarity with reservation systems is a plus.

Responsibilities

• Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
• Be the first point of contact for our guests, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
• Allocate rooms based on guest preferences, 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 reservation records to monitor room availability and ensure smooth check-ins and check-outs
• Assist in resolving guest complaints or issues related to reservations, billing, or room assignments

Skills

Customer service

Hospitality experience

Reservation experience

PMS proficiency

Communication under pressure

Tools

PMS software

Job description

Accor in Queensland is seeking a Reservations Agent to manage bookings and guest inquiries from initial contact through arrival. You’ll optimize room availability, rates, and upgrades while collaborating with hotel teams to ensure a seamless guest experience.

Ideal candidates bring hospitality experience, strong communication, and proficiency with reservation systems. This full-time role supports a welcoming, service-driven environment with a focus on accuracy and guest satisfaction.