Luxury Reservations Specialist - Upsell & Guest Experience

SmartRecruiters, Inc.; Sydney; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Career development

Employee discounts

Free parking

Team culture

Heritage & luxury

Job summary

The William Inglis Hotel – MGallery South West Sydney is seeking a warm, guest-focused Reservations Agent to join our team. You’ll manage inquiries from initial contact to confirmed bookings, delivering a personalised experience that enhances guest satisfaction and revenue.

Ideal candidates bring luxury hotel experience, strong communication skills, and proficiency with Opera Cloud. This on-site role requires flexibility, Saturday shifts, and full working rights in Australia.

Qualifications

• Previous experience in hotel reservations, Front Office, customer service or a similar guest-facing role, with luxury or premium hotel experience highly regarded.
• A genuine passion for hospitality and creating memorable guest experiences.
• A natural ability to connect with people and make guests feel genuinely looked after.
• Strong communication skills, with excellent attention to detail and accuracy.
• Experience with Opera Cloud or a similar PMS, with strong computer skills.
• A confident, personable approach to sales and upselling, with a focus on enhancing the guest experience.
• The ability to quickly learn and confidently communicate our rooms, rates, packages, promotions and hotel offerings.
• Additional language skills are advantageous.
• A proactive, collaborative and can-do attitude, with a genuine desire to learn and grow.
• Flexibility to work a rotating roster, including ongoing Saturday shifts and some public holidays.
• Full working rights in Australia. Please note, sponsorship is not available for this position.

Responsibilities

• As one of the first points of contact for guests, you’ll deliver a warm, personalised booking experience.
• Manage all incoming reservation enquiries across phone and email, and upsell where appropriate.
• Create and maintain reservations and guest profiles in Opera Cloud with accurate details.
• Stay informed on rooms, rates, packages, promotions and hotel offerings.
• Coordinate with Front Office, Sales and other teams to maximise guest satisfaction.
• Ensure accurate rates and availability in line with hotel guidelines.
• Communicate guest requests clearly across departments to ensure a seamless journey.
• Maintain awareness of Accor LIVE LIMITLESS and loyalty promotions.

Skills

Hospitality experience

Customer focus

Communication skills

Sales mindset

Tools

Opera Cloud

Job description

The William Inglis Hotel – MGallery South West Sydney is seeking a warm, guest-focused Reservations Agent to join our team. You’ll manage inquiries from initial contact to confirmed bookings, delivering a personalised experience that enhances guest satisfaction and revenue.

Ideal candidates bring luxury hotel experience, strong communication skills, and proficiency with Opera Cloud. This on-site role requires flexibility, Saturday shifts, and full working rights in Australia.