Reservations Agent

TFE Hotels; Melbourne; On-site; AUD 48,000 - 64,000; Full time

Benefits offered by this job

Career growth

Hotel discounts

Global opportunities

Everyday savings

Wellbeing support

Flexible leave

Strong culture

Job summary

Hannah St Hotel, part of TFE Hotels Group, is seeking a Reservations Agent to join our reservations and sales team in Melbourne. You will guide guests from their first interaction, using product knowledge and exceptional service to turn travel plans into memorable stays.

Contribute to guest satisfaction by accurately processing reservations, amendments and cancellations, while maintaining guest records and collaborating with hotel teams to ensure smooth operations.

Qualifications

• Experience in reservations, guest services or hospitality is desired.
• Ability to manage multiple inquiries with high service standards.
• Strong communication and relationship-building skills.

Responsibilities

• Deliver exceptional guest service and create a positive first impression.
• Respond promptly to reservation inquiries across channels.
• Process reservations, amendments and cancellations accurately.
• Maintain guest information and reservation records.
• Collaborate with hotel teams to ensure accurate details.

Skills

Guest experience

Interpersonal skills

Organisation

Attention to detail

Collaboration

Customer service

Education

Hospitality/Tourism/Business qualification

Tools

CRM systems

Hotel management software

MS Office

Job description

Reservations Agent - Hannah St Hotel

About TFE Hotels

At TFE Hotels, we're proud to be one of Australia's leading global hospitality groups. With 80+ hotels, 12+ brands and operations across 11+ countries, we combine local spirit with international opportunity. We're passionate about people and the experiences we create together, where individuality is celebrated and collaboration comes naturally. Here, you'll be supported to grow, learn and make a real impact with the tools, development and benefits to help you thrive.

The Property

A new generation of luxury hotel in the heart of Melbourne’s arts and entertainment precinct. An ode to neighborhood hospitality and a bold expression of the city’s creative spirit.

Situated in Melbourne’s Arts and Entertainment precinct, Hannah St Hotel introduces a new era of lifestyle hospitality and gathering experiences. From intimate meetings to vibrant rooftop events, our versatile venues—each with its own distinct character—set the stage for connection, celebration, and creative exchange. All of this is delivered with Hannah St Hotel’s signature blend of warmth, style, and modern nostalgia.

About the Role

We are currently recruiting a customer-focused and commercially minded professional to join our Reservations & Sales team as a Reservations Agent at Hannah St Hotel.

You'll help guests begin their journey by creating confidence from their very first interaction. Through genuine conversations, product knowledge and exceptional service, you'll help turn travel plans into memorable stays.

By building strong guest relationships and delivering seamless booking experiences, you'll play an important role in shaping every guest's first impression of TFE Hotels.

Key Responsibilities

• Deliver exceptional customer service through every guest interaction, creating a positive first impression of the hotel.


• Respond promptly and professionally to reservation enquiries across multiple communication channels.


• Accurately process reservations, amendments and cancellations in accordance with hotel policies and procedures.


• Maintain accurate guest information and reservation records within hotel systems.


• Build strong relationships with guests by understanding their needs and providing tailored accommodation solutions.


• Collaborate with hotel teams to ensure reservation details are communicated accurately and efficiently.


• Maintain knowledge of hotel facilities, room types, packages and promotions to confidently assist guests.


• Contribute to achieving departmental service standards, occupancy goals and revenue targets.

Skills & Experience

• Passion for delivering exceptional guest and client experiences.


• Excellent interpersonal, communication and relationship-building skills.


• Strong organisational skills with the ability to manage multiple priorities.


• High attention to detail and administrative accuracy.


• Ability to work collaboratively across departments to achieve business outcomes.


• Strong problem-solving skills with a proactive, customer-focused approach.


• Proficiency in Microsoft Office Suite and confidence using business systems.


• Previous experience in reservations, customer service, hospitality or sales support preferred.


• Confidence using reservation systems, CRM platforms or hotel management systems.


• Ability to manage multiple enquiries while maintaining a high standard of customer service.


• Strong written and verbal communication skills with excellent attention to detail.

Qualifications, Certifications & Licenses

• Qualification in Hospitality, Tourism, Business or a related discipline is advantageous.


• Customer service or hospitality training is advantageous.


• Experience using reservation or hotel management systems is preferred.

The Benefits

At TFE Hotels, we believe work should feel good for our guests and for our people. This is a place where you can be yourself, feel supported and build a career that grows as you do.

• Career Growth & Accredited Learning: We are the first employer in ANZ to offer accredited learning pathways, our Learn, Earn & Grow approach can support further education and university opportunities while you work.


• Hotel & Dining Discounts: Enjoy exclusive accommodation and dining discounts across our hotels and brands.


• Global Opportunities: With 80+ hotels, 12+ brands and operations across 11+ countries, access exciting career opportunities, travel experiences and opportunities across our global network.


• Everyday Savings: Unlock discounts on groceries, shopping, entertainment, travel and everyday essentials to help your money go further.


• Wellbeing Support: Access wellbeing resources, Employee Assistance Program (EAP) services and support designed to help you thrive at work and beyond.


• Flexibility & Leave: Take the time you need to recharge, celebrate life's important moments and focus on what matters most, with Birthday Leave, Parental Leave, Purchased Leave and Life Leave, designed to support you at every stage of life.


• Strong Culture: Be heard in a flat, collaborative culture where individuality is celebrated, ideas are welcomed and people achieve more together.