Reservations Agent

Accor; Sydney; On-site; AUD 42,000 - 68,000; Full time

Benefits offered by this job

ALL Heartist Membership

Family & Friends Discounts

ALL Loyalty Program

Accor Academy training

Job summary

Mantra 2 Bond Street is a centrally located Accor property in Sydney's CBD, offering stylish studios and apartments. As a Reservations Agent you are the go-to expert for room availability, rates, and experiences, collaborating with teams to ensure a smooth guest journey.

You will handle inquiries, modifications, cancellations, and payments, suggest upgrades, and maintain meticulous records. The role emphasizes guest-centric service, calm under pressure, and a proactive, team-oriented attitude.

Qualifications

• Customer service oriented with exceptional communication skills.
• Previous hospitality experience preferred.
• Proficiency with reservation and property management systems is a plus.
• Ability to handle inquiries and resolve issues calmly.
• Team player with a positive attitude and guest-first approach.

Responsibilities

• Manage reservations via phone, email, and online platforms with accurate rates and offers.
• Answer inquiries, process modifications and cancellations for guests.
• Allocate rooms based on guest preferences and availability.
• Process payments securely and verify billing details.
• Suggest upgrades and amenities to enhance guest stay.
• Maintain reservation records for smooth check-ins/outs.
• Resolve guest complaints related to reservations or billing.

Skills

Customer service

Communication skills

Hospitality experience

Problem solving

Team player

Tools

Reservation systems

Job description

Mantra 2 Bond Street is centrally located in the Sydney CBD. Offering sophisticated cosmopolitan style rooms including executive studios, one and two bedroom apartments and a three-bedroom penthouse, most with stunning city views. When hunger strikes guests enjoy dining within Bar Allora, a modern Italian bar and restaurant in Sydney CBD, inspired by the face paced rhythm of Milan. With Sydney's famed attractions including the Opera House, Pitt Street Mall and Darling Harbour right on your doorstep, you will never find yourself asking what to do on your days off.

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

Accor Benefits

• ALL Heartist Membership - Take advantage of discounts on accommodation and food & beverage worldwide!
• Family & Friends Discounts - Available on a range of accommodation, services and events for those who mean the most to you
• Accor Live Limitless (ALL) Loyalty Program - Earn status & reward points on your worldwide stays
• Learn Your Way - Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy
• Build Your Network - With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide
• Worldwide Opportunities - We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.