Reservation Coordinator

Colonial Group; Dunsborough; On-site; AUD 45,000 - 65,000; Full time

Job summary

Colonial Group is seeking a Reservations Coordinator in Western Australia to support hotel guests and groups from inquiry through arrival. You will be the liaison between departments to ensure successful reservations and guest experiences.

Responsibilities include managing reservations, handling inquiries, coordinating group bookings, and ensuring accurate billing and smooth check-ins and check-outs. A flexible schedule including nights and weekends is required.

Qualifications

• Minimum one year of experience in a front office or reservations role.
• Experience with Opera Cloud and Accor TARS applications highly desirable.
• Strong communication and problem-solving skills; team player with a positive attitude.

Responsibilities

• Manage reservations via phone, email, and online platforms with accurate information.
• Be the first point of contact for inquiries, modifications, and cancellations.
• Allocate rooms based on guest preferences and availability to ensure a comfortable stay.
• Process payments and verify billing details for accuracy.
• Suggest room upgrades and special amenities to enhance the guest experience.
• Maintain meticulous reservation and group records for smooth check-ins/outs.
• Resolve guest complaints related to reservations, billing, or room assignments.
• Coordinate group bookings and internal allocations; ensure seamless communication.
• Operate the switchboard to resolve calls for all departments.

Skills

Flexible schedule

Customer service

Front office experience

Problem solving

Team player

Tools

Opera Cloud

Accor TARS

Job description

Purpose

As ourReservations 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