Reservations Agent

Colonial Group; Cairns Regional; On-site; AUD 48,000 - 60,000; Full time

Job summary

Colonial Group in Cairns, Australia, invites applications for a Reservations Agent to guide guests from initial inquiry to arrival, coordinating room availability, rates, and upgrades with the hotel team to ensure a smooth and enjoyable stay.

Responsibilities include handling reservations across channels, processing payments securely, resolving billing or room issues, and providing exceptional customer service. The role emphasizes accuracy and guest satisfaction in a fast-paced environment.

Qualifications

• Customer service experience in hospitality is preferred.
• Experience with reservation and property management systems is a plus.
• Strong communication and problem-solving abilities are essential.

Responsibilities

• Manage reservations via phone, email, and online platforms, providing accurate information on room availability and rates.
• Be the first point of contact for guests, addressing inquiries and assisting with modifications and cancellations.
• Allocate rooms based on guest preferences and availability to ensure a comfortable stay.
• Process payments securely and verify billing details for accuracy.
• Suggest room upgrades and special amenities to enhance guest experiences.
• Maintain meticulous reservation records to monitor availability and smooth check-ins/outs.
• Assist in resolving guest complaints related to reservations, billing, or room assignments.

Skills

Customer service

Strong communication

Problem solving

Team player

Tools

Property Management Systems

Job description

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