Reservations Agent

Sofitel; Gold Coast City; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Chef prepared meal on every shift

Laundered uniforms

Complimentary Sofitel stay annually

Global discounts across Accor hotels,餐

Birthday month paid day off

Personalised reward program

Discounted onsite parking

Proximity to Broadbeach dining and seа

Career development and coaching

Global luxury brand standards

Job summary

Sofitel Gold Coast Broadbeach is seeking a Reservations/Guest Services professional to deliver a seamless booking experience for our luxury guests. You will manage all reservations with precision, upsell luxury upgrades, and coordinate with Front Office, Housekeeping, Sales and Finance to ensure a flawless guest journey.

In this 5-star environment, you’ll uphold brand standards, respond promptly to inquiries, and contribute to revenue targets through personalised service and accurate data

Qualifications

• Previous experience in reservations, front office or guest services, ideally within a luxury or 5-star hotel environment
• Exceptional verbal and written communication skills with a warm, professional demeanor
• Strong attention to detail and a commitment to accuracy in every booking
• Confidence in upselling and a genuine drive to support revenue targets
• Familiarity with hotel reservation systems (e.g. Opera Cloud) highly regarded
• Ability to manage multiple tasks in an organised and efficient manner
• A luxury attitude with pride and passion for the Sofitel brand

Responsibilities

• Respond promptly and professionally to all reservation enquiries via phone, email and online channels, delivering a seamless and personalised booking experience
• Manage all reservations with the highest level of accuracy and attention to detail, including group bookings, no-shows and gift certificate requests
• Engage in upselling by presenting luxury upgrades, exclusive packages and personalised services that reflect the hotel's 5-star positioning and drive revenue
• Anticipate and personalise each guest's reservation experience, ensuring every special request — from room preferences to bespoke services — is meticulously handled
• Maintain and update reservation systems with accuracy, ensuring data integrity and compliance with brand standards
• Liaise with Front Office, Housekeeping, Sales and Finance to ensure a smooth guest experience and effective reservation management
• Promptly escalates and assists with the resolution of billing discrepancies and payment-related queries

Skills

Excellent communication

Upselling skills

Attention to detail

Organisational skills

Familiarity with Opera Cloud

Tools

Opera Cloud

Job description

Company Description

Located in the heart of Broadbeach and just moments from the coastline, Sofitel Gold Coast Broadbeach is where French elegance meets beachside sophistication. With 296 beautifully appointed rooms, sweeping ocean and hinterland views, and vibrant dining destinations, this is a place where hospitality is alive, warm, and effortlessly refined.

Company Description

Located in the heart of Broadbeach and just moments from the coastline, Sofitel Gold Coast Broadbeach is where French elegance meets beachside sophistication. With 296 beautifully appointed rooms, sweeping ocean and hinterland views, and vibrant dining destinations, this is a place where hospitality is alive, warm, and effortlessly refined.

Belong somewhere you can thrive.

Here, you’re part of a community that sees you, backs you, and invites your passion to shine. You’ll be empowered to think ahead, personalise moments, and deliver service with intention - because our guests deserve nothing less. And so do you.

Job Description

A career that lets your passion shine:

• Respond promptly and professionally to all reservation enquiries via phone, email and online channels, delivering a seamless and personalised booking experience
• Manage all reservations with the highest level of accuracy and attention to detail, including group bookings, no-shows and gift certificate requests
• Engage in upselling by presenting luxury upgrades, exclusive packages and personalised services that reflect the hotel's 5-star positioning and drive revenue
• Anticipate and personalise each guest's reservation experience, ensuring every special request — from room preferences to bespoke services — is meticulously handled
• Maintain and update reservation systems with accuracy, ensuring data integrity and compliance with brand standards
• Liaise with Front Office, Housekeeping, Sales and Finance to ensure a smooth guest experience and effective reservation management
• Promptly escalates and assists with the resolution of billing discrepancies and payment-related queries

Qualifications

What you will bring to the role:

• Previous experience in reservations, front office or guest services, ideally within a luxury or 5-star hotel environment
• Exceptional verbal and written communication skills with a warm, professional phone manner
• Strong attention to detail and a commitment to accuracy in every booking
• Confidence in upselling and a genuine drive to support revenue targets
• Familiarity with hotel reservation systems (e.g. Opera Cloud) highly regarded
• Ability to manage multiple tasks in an organised and efficient manner
• A luxury attitude — humble excellence, elevated emotional intelligence and a distinguished presence — with pride and passion for the Sofitel brand

Additional Information

Thrive In Our Sofitel Gold Coast Broadbeach Community

• A chef prepared meal complimentary on every shift
• Laundered uniforms to have you looking and feeling your best
• A complimentary Sofitel stay experience each year, to celebrate your work anniversary
• Global discounts across Accor hotels, restaurants, and experiences
• An additional paid day off during your birthday month
• Personalised reward program curated to suit your lifestyle
• Discounted onsite parking, secure bike storage, and convenient access to public transport
• Walking distance to Broadbeach’s best dining, shopping, and coastline
• Leaders who invest in your development, coaching, and long-term career
• A global brand setting standards for French luxury hospitality

Full Australian working rights are required for this position.

Our Commitment To Diversity & Inclusion

We’re proud to be an inclusive employer that celebrates diversity in all forms. If you require adjustments during the recruitment process, we welcome you to let us know so we can support you.