Reservation Coordinator

Accor; City Of Busselton; On-site; AUD 60,000 - 70,000; Full time

Job summary

Accor is seeking a Reservations Coordinator to guide guests from inquiry to arrival, coordinating with all hotel departments to ensure seamless service. You will manage bookings, respond to inquiries, and assist with modifications and cancellations, while aligning room allocations with guest preferences.

The role requires a customer-service mindset, strong communication, and the ability to handle payments and group bookings across a flexible schedule, including nights and holidays.

Qualifications

• Minimum one year of experience in a front office or reservations role.
• Strong communication and problem-solving abilities.
• Able to work a flexible rotating schedule including nights, weekends and holidays.

Responsibilities

• Manage reservations via phone, email and online platforms with accurate information on room availability, rates and offers.
• Be the first point of contact for inquiries and assist with reservation modifications and cancellations.
• Allocate rooms based on guest preferences and availability to ensure a comfortable stay.
• Handle payments securely and verify billing details.
• Suggest room upgrades and amenities to enhance guest experience.
• Maintain reservation and group records for smooth check-ins/check-outs.
• Assist in resolving guest issues related to reservations, billing or room assignments.
• Coordinate group bookings and internal allocations for optimal room utilization.
• Operate the switchboard to route calls to appropriate departments.

Skills

Flexible schedule

Customer service

Communication skills

Problem solving

Team player

Tools

Opera Cloud

Accor TARS

Job description

Purpose

As our Reservations Coordinator, you play a crucial role in assisting our hotel guests and groups from their initial inquiry to their arrival. Your expertise will be vital to providing support to our guests and teams alike. You will be the conduit between all departments to ensure their success.

Primary 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 and group records to monitor room and event space availability and ensure smooth check-ins and check-outs
• Assist in resolving guest complaints or issues related to reservations, billing, or room assignments
• Coordinate group bookings and internal allocations, ensuring seamless communication and optimal room utilization
• Operating the switchboard to ensure all calls are appropriately resolved for all departments

Skills and Experience

• Capable of embracing a flexible rotating schedule, including nights, weekends, and public holidays
• Customer service-oriented with exceptional communication skills
• Minimum one years' experience in a relevant front office or reservations role
• Experience with Opera Cloud and Accor TARS applications highly desirable
• Problem-solving skills and the ability to remain calm under pressure
• Team player with a positive attitude and willingness to go the extra mile