Reservations Agent

Reflections Holidays; Newcastle City Council; On-site; AUD 42,000 - 54,000; Full time

Job summary

Reflections Holidays is seeking a friendly Reservations Agent to join our busy team at the Wickham base camp. You will take bookings from guests by phone, email and web, guiding them to the best nature-driven escapes while delivering high-quality service.

You'll manage enquiries, cancellations and information about parks, assist with emergencies, and support on-park duties across a seven-day roster with 7am–7pm shifts. Weekend work rotates.

Qualifications

• Experience in administration or front office reception.
• Experience using a booking/reservations system.
• Experience working in a call centre environment.

Responsibilities

• Provide exceptional customer service including liaising with guests via telephone and internet for bookings, enquiries and complaints.
• Process guest reservations & cancellations and provide information on the park’s local area and facilities.
• Prepare correspondence, record keeping of all mail and carry out filing in accordance with procedures.
• Assist with Emergency Management procedures.
• Assist with on-park duties including travelling to and working within Park sites as required.
• Communicate effectively with all guests and park staff.
• Any other reasonable duties as directed by management.

Skills

Customer service

Booking systems

Call centre experience

Job description

combine your passion for people with your sales skills to help guests find their perfect getaway, while working alongside a supportive, energetic team that celebrates success and shares knowledge. From building relationships and converting enquiries into bookings to learning about our incredible holiday parks, no two conversations are the same. If you’re driven, curious, love connecting with people and get a buzz from turning a “maybe” into a “booked”, we’d love to hear from you!

The Role

We have casual positions available within our rapidly growing Reservations Team located at our Base Camp in Wickham.

The purpose of this role is to assist in taking bookings from a range of guests via telephone, email, and web, and guide our guests to the best ever nature-driven escapes. Reservations Agents provide efficient and professional service whilst actively promoting our Customer Loyalty Program and promotions. Impeccable attention to detail and focus on providing a high-quality service, will make you a vital member of the Reservations team.

Key responsibilities of a Reservations Agent include:

• Provide exceptional customer service including liaising with guests via telephone and internet for bookings, enquiries and complaints.
• Process guest reservations & cancellations and provide information on the park’s local area and facilities.
• Prepare correspondence, record keeping of all mail and carry out filing in accordance with procedures.
• Assist with Emergency Management procedures.
• Assist with on-park duties including travelling to and working within Park sites as required.
• Communicate effectively with all guests and park staff.
• Any other reasonable duties as directed by management.

About You

The successful candidate will have experience in:

• Administration or front office reception.
• Using a booking/reservations system.
• Working in a call center environment.

Our new Reservations Agent will be able to:

• Manage time to meet priorities.
• Learn quickly, use initiative, and adapt to changing work environments.
• Solve problems with accuracy and efficiency to meet guest needs.
• Demonstrate a high level of accuracy and attention to detail.
• Communicate with all levels of guests to an excellent standard.

In addition to the above, you will have flexible availability to work across a seven-day roster within the hours of 7am to 7pm. Weekend work will be required on a rotation basis, with reasonable consideration to your personal commitments.

About Us

At Reflections Holidays, our purpose is to share nature’s playground with our guests in a way that gives back to our communities and nurtures the environment.

We proudly care for 40 unique destinations, all located on iconic NSW Crown Land. Our focus is on creating memorable experiences, not just for our guests, but also our team. As NSW largest holiday park operator, our unique, nature-inspired offerings really set us apart from the rest.

We are proud to be the first holiday park group to be certified as a social enterprise, so you can be assured that we do business for good. Our profits are aligned to our purpose in four key ways – Social, Culture, Environment, and Economic.

Aboriginal and/or Torres Strait Islander people are encouraged to apply.