Guest Service agent / reservation

Grand Mercure; Pokolbin; On-site; AUD 52,000 - 76,000; Full time

Benefits offered by this job

Staff discounts across hospitalityVen​

Job summary

The Vintage Holiday Houses in Pokolbin (Hunter Valley) seeks a Guest Services & Reservations Agent to be the first contact for guests and owners, covering reservations, guest services, and admin. You will manage bookings, check-ins/outs, and coordinate requests, ensuring every stay exceeds expectations in a fast-paced, friendly environment.

Join a premier hospitality team offering staff discounts, ongoing training, and career development.

Qualifications

• Experience in reservations, front office, guest services or customer service.
• Excellent communication and interpersonal skills.
• Strong computer skills and ability to learn reservation systems quickly.
• Outstanding organisational skills and attention to detail.
• Ability to multitask and work under pressure.
• A positive, friendly and professional attitude.
• Flexibility to work weekends and public holidays.
• Current driver's licence is a must.

Responsibilities

• Respond to phone, email and online reservation enquiries.
• Manage bookings across multiple online booking platforms and direct booking channels.
• Process guest check-ins and check-outs.
• Coordinate guest requests before, during and after their stay.
• Liaise with housekeeping and maintenance teams to ensure properties are guest-ready.
• Assist property owners with enquiries and booking updates.
• Resolve guest issues professionally and efficiently.
• Maintain accurate reservation records and guest information.
• Support daily office administration and operational tasks.

Skills

Reservations experience

Front office experience

Customer service

Communication skills

Organizational skills

Multitasking

Driver's license

Tools

Reservation systems

Job description

The Vintage Holiday Houses | Hunter Valley

Be part of creating unforgettable Hunter Valley experiences.

The Vintage Holiday Houses is a leading holiday property management business located within the prestigious Vintage Estate in Pokolbin. We manage a portfolio of premium holiday homes, delivering exceptional service to both our property owners and guests from booking through to check-out.

We are looking for an enthusiastic and customer-focused Guest Services & Reservations Agent to join our growing team.

About the Role

As the first point of contact for our guests and property owners, you'll play a key role in ensuring every stay exceeds expectations. This is a varied role combining reservations, guest services, administration, and operational support.

Key Responsibilities

• Respond to phone, email and online reservation enquiries.
• Manage bookings across multiple online booking platforms and direct booking channels.
• Process guest check-ins and check-outs.
• Coordinate guest requests before, during and after their stay.
• Liaise with housekeeping and maintenance teams to ensure properties are guest-ready.
• Assist property owners with enquiries and booking updates.
• Resolve guest issues professionally and efficiently.
• Maintain accurate reservation records and guest information.
• Support daily office administration and operational tasks.

About You

You are passionate about hospitality and enjoy providing outstanding customer service. You thrive in a fast-paced environment and are highly organised.

To be successful you will have:

• Previous experience in reservations, front office, guest services or customer service.
• Excellent communication and interpersonal skills.
• Strong computer skills and the ability to learn reservation systems quickly.
• Outstanding organisational skills and attention to detail.
• Ability to multitask and work under pressure.
• A positive, friendly and professional attitude.
• Flexibility to work weekends and public holidays as required (alternate weekend work required).
• Current driver's licence is a must.

What We Offer

• Work in one of Australia's premier wine regions.
• Supportive and friendly team environment.
• Ongoing training and career development.
• Staff discounts across our hospitality venues.
• Opportunity to grow within an expanding hospitality and accommodation business.
• Full-time position with an immediate start for the right candidate.