Reservations Agent

Colonial Group; Sydney; On-site; AUD 50,000 - 65,000; Full time

Job summary

Colonial Group in Sydney is seeking a Reservations Agent to manage guest inquiries, confirm room availability and rates, and handle modifications and cancellations with care.

You will upsell upgrades and special amenities while collaborating with front office and events teams to ensure seamless check-ins and a memorable stay for guests.

Experience in hospitality and proficiency with reservation systems are assets in delivering outstanding guest experiences every day.

Qualifications

• Customer service orientation is essential.
• Experience in hospitality is preferred.
• Proficiency with reservation systems is a plus.
• Strong problem-solving skills under pressure.
• Team player with a can-do attitude.

Responsibilities

• Manage reservations via phone, email, and online platforms.
• Be the first point of contact for inquiries, modifications, and cancellations.
• Allocate rooms based on guest preferences and availability.
• Process payments accurately and securely.

Skills

Customer service

Communication skills

Reservation systems

Problem solving

Team player

Tools

Property Management System (PMS)

Job description

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