Reservations Agent

Pullman; Melbourne; On-site; AUD 42,000 - 54,000; Full time

Benefits offered by this job

Accommodation discounts

Job summary

Pullman Melbourne City Centre, Mercure Melbourne City Centre and Novotel St Kilda are seeking a Reservations Agent to support three properties, handling guest bookings, enquiries and exceptional service throughout the reservation journey.

You will communicate with guests by phone and email, maximise sales opportunities, and adapt to a 6-day roster. Enjoy generous accommodation discounts for you and your family in a luxury-hospitality environment.

Qualifications

• Previous experience in a similar role within luxury hospitality preferred.
• Excellent communication and interpersonal skills.
• Impeccable presentation and grooming standards.
• Flexible with working hours including occasional Saturdays.

Responsibilities

• Handle guest bookings and enquiries via phone and email with a high level of service.
• Upsell where appropriate to maximise revenue.
• Process all correspondence accurately and in a timely manner.
• Support three properties with reservation tasks and enquiries.

Skills

Customer service

Communication

Time management

Upselling

Detail oriented

Pressure handling

Tools

Opera

Microsoft Office

Job description

Pullman Melbourne City Centre, Mercure Melbourne City Centre and Novotel St Kilda offer a diverse range of guest experiences across Melbourne, from premium city stays to vibrant beachside escapes. Together, these three hotels provide accommodation, dining, events and hospitality experiences that cater to both business and leisure travelers.

We are seeking an enthusiastic and dedicated Reservations Agent with experience in a similar role or on a hotel reception desk to join our Reservations team. This role will support all three properties, assisting guests with accommodation bookings, enquiries and exceptional service throughout their reservation journey.

About the role

Duties

The Reservations Agent is responsible for communicating with guests via phone and email and delivering a high level of customer service with each interaction as the hotel is committed to standards of excellence in everything it undertakes.

Assisting queries via telephone and up-selling where possible.

Maximizing sales opportunities within the hotel.

Ensuring all queries and bookings are carried out in an accurate and timely manner.

Processing all correspondence on a daily basis.

Skills & Experience

The ideal candidate will have:

Previous experience in a similar role, ideallywithin a luxury hotel or similar environment.

Impeccable presentation and grooming standards.

Excellent communication, interpersonal and time management skills.

Exceptional eye for detail and a positive attitude.

Ability to work well under pressure.

Professional and positive attitude.

Flexibility in working hours including occasional Saturdays (approximately one per month).

Experience with the Opera and Microsoft Office Suite an advantage.

Must be available to work Monday and Friday

Ability to work across a 6-day roster (Monday to Saturday), 8:30 am to 5:00 pm.

Chance to really own what you do.

Pullman Melbourne City Centre, Mercure Melbourne City Centre and Novotel St Kilda are owned by Erdi - a privately owned company that operates a successful collection of hotels and businesses throughout Australia.

Opportunity to be part of both Erdi– one of Australia's largest privately and independently owned Hotel groups and Accor, a leading global hospitality company.

Exceptionally generous accommodation discounts for you and your family and friends.

We value passionate and energetic employees who love what they do. In return we will provide you with a fun working environment in an amazing new hotel with a great team to learn from. Furthermore, we foster an environment that rewards and recognizes you and provides you with the opportunity for career progression.