Reservations Agent

Accor; Cairns Regional; On-site; AUD 42,000 - 58,000; Full time

Benefits offered by this job

ALL Heartist Membership

Family & Friends Discounts

ALL Loyalty Program

Learn Your Way

Build Your Network

Worldwide Opportunities

Job summary

Mantra Esplanade Cairns, part of Accor, seeks a Reservations Agent to manage inquiries, room availability, rates and offers. You will interact with guests via phone, email and online platforms, proposing upgrades and ensuring a smooth experience with the hotel team.

Bring strong customer service and communication skills; previous hospitality experience and familiarity with reservation systems will help you excel in this busy coastal property in Cairns, Australia.

Qualifications

• Customer service-oriented with exceptional communication skills.
• Previous experience in a similar hospitality role preferred.
• Proficiency in using reservation and property management systems.
• Strong problem-solving abilities and ability to stay calm under pressure.
• Team player with a positive attitude and a willingness to go the extra mile.

Responsibilities

• Manage reservations via phone, email and online platforms with accurate information on availability and rates.
• Be the first point of contact for inquiries and assist with modifications and cancellations.
• Allocate rooms based on guest preferences, availability and business needs.
• Process payments securely and verify billing details.
• Suggest upgrades and amenities to enhance the guest stay.
• Maintain meticulous reservation records for smooth check-ins/check-outs.
• Resolve guest complaints related to reservations, billing or room assignments.

Skills

Customer service

Communication skills

Problem solving

Team player

Attention to detail

Hospitality experience

Tools

Reservation systems

PMS software

Job description

Mantra Esplanade Cairns sits within a prime location, walking distance to the swimming lagoon, pier and marina and a variety of restaurants, bars and cafes right at its door. Offering an extensive range of hotel, one and two bedroom apartments, pool, spa and fully equipped exercise room, Mantra Esplanade Cairns attracts both leisure and corporate visitors to the region. Enjoy a truly tropical lifestyle where on your days off you ca explore neighbouring islands, take a trip out to the Great Barrier Reef or enjoy the slower pace of a local market or two.

Purpose

As a Reservations Agent, you play a crucial role in assisting our hotel guests from their initial inquiry to their arrival. Think of yourself as the go-to expert for room availability, rates, and the wonderful experiences our hotel offers. You bring a touch of excitement by suggesting enticing upgrades; all while working seamlessly with our outstanding teams to ensure a smooth and enjoyable guest experience.

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 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 And Experience

• Customer service-oriented with exceptional communication skills
• Previous experience in a similar role in the hospitality industry is preferred
• Proficiency in using reservation and property management systems is a plus
• Problem-solving skills and the ability to remain calm under pressure
• Team player with a positive attitude and willingness to go the extra mile
  
  

Accor Benefits

• ALL Heartist Membership - Take advantage of discounts on accommodation and food & beverage worldwide!
• Family & Friends Discounts - Available on a range of accommodation, services and events for those who mean the most to you
• Accor Live Limitless (ALL) Loyalty Program - Earn status & reward points on your worldwide stays
• Learn Your Way - Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy
• Build Your Network - With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide
• Worldwide Opportunities - We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career
  
  

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.

Everyone has a story and we want to learn yours. We invite you to APPLY NOW.