Reservations Agent

Accor Apartments & Realty; Darwin; On-site; AUD 55,000 - 70,000; Full time

Job summary

Accor Apartments & Realty is seeking a Reservations Agent to guide guests from initial inquiry to arrival, specializing in room availability, rates, upgrades and delightful guest experiences in Darwin.

You will handle reservations via phone, email and online platforms, verify billing details, assist with modifications and cancellations, and collaborate with hotel teams to ensure smooth check-ins and check-outs while maintaining accurate records.

Qualifications

• Customer service focus with strong communication skills.
• Previous hospitality reservations experience preferred.
• Experience with reservation/property management systems is a plus.
• Ability to handle inquiries, modifications, and cancellations.

Responsibilities

• Manage reservations via phone, email, and online platforms with accurate information on availability, rates and offers.
• Be the first point of contact for inquiries, modifications and cancellations.
• Allocate rooms based on guest preferences and availability.
• Safely handle payment transactions and verify billing details.
• Suggest upgrades and fulfill guest requests to elevate their stay.
• Maintain meticulous reservation records for check-ins/outs.
• Assist in resolving guest issues related to reservations, billing or room assignments.

Skills

Customer service

Communication

Hospitality experience

Problem-solving

Team player

Tools

Reservation systems

Property Management System

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