Reservations Agent

Big4 Holiday Parks; Tweed Heads South; On-site; AUD 45,000 - 60,000; Full time

Job summary

Big4 Holiday Parks – Tweed Heads South NSW is seeking a Reservations superstar to support guests from initial inquiry through to booking confirmation. You will handle high-volume calls, enter details into Newbook, and ensure special requirements are met to create memorable stays.

The role emphasizes exceptional communication, accuracy, and a guest-first mindset. You will work from Tweed Heads, NSW, with duties including check-ins/outs and coordinating with our sister park BIG4 Saltwater at Yamba.

Qualifications

• Experience in guest-facing roles within hospitality.
• Available to work Thursdays, Fridays and Saturdays.
• Excellent communication in English; additional languages are a plus.
• Ability to manage reservations and guest requests using multiple systems.
• Professional appearance and customer-centric approach.

Responsibilities

• Guest Interaction: Be the trusted contact for all guest inquiries, from reservations to local knowledge.
• Selling: Manage a high volume of calls, take guest bookings and update the Property Management System with special requirements.
• Service Excellence: Provide quick and accurate responses to guest requests, ensuring a high level of service.
• Communication: Maintain effective communication with guests to ensure seamless service.
• Complaint Resolution: Log guest issues and ensure management is aware of any negative feedback.
• Profile Management: Monitor and merge guest profiles for accurate data and recognition.
• Software Proficiency: Utilise various systems, including Newbook, to manage reservations and guest requests.
• Additional Duties: Assist with check-ins and check-outs, and support colleagues as needed.

Skills

Customer service

Communication

Multi-tasking

English fluency

Tools

Newbook PMS

Job description

Big4 Holiday Parks – Tweed Heads South NSW

We're searching for a Reservations super star to work at BIG4 Tweed Billabong Holiday Park. If you love making sure guests have an amazing holiday experience, then this role could be for you!

What will you be responsible for?

• Guest Interaction: Be the trusted contact for all guest inquiries, from reservations to local knowledge.
• Selling: Manage a high volume of calls, take guest bookings and update the Property Management System (Newbook) with special requirements.
• Service Excellence: Provide quick and accurate responses to guest requests, ensuring a high level of service.
• Communication: Maintain effective communication with guests to ensure seamless service.
• Complaint Resolution: Log guest issues and ensure management is aware of any negative feedback.
• Profile Management: Monitor and merge guest profiles for accurate data and recognition.
• Software Proficiency: Utilise various systems, including Newbook, to manage reservations and guest requests.
• Additional Duties: Assist with check-ins and check-outs, and support colleagues as needed. This role is based at Tweed Heads, NSW but includes taking calls for our sister park BIG4 Saltwater at Yamba.

To be successful in this role, you will need:

• Have previous customer service experience, ideally within a holiday park, hotel or resort.
• The successful applicant must be available to work every Thursday, Friday and Saturday.
• Excellent communication skills, with fluency in English; additional languages are a plus.
• Strong organisational abilities to manage multiple tasks and deadlines.
• Ability to turn issues into opportunities, ensuring guests leave with great memories.
• Ability to handle a dynamic environment and manage multiple tasks efficiently.
• Maintain a professional appearance in accordance with company standards.
• Reservations experience in a Holiday Park is preferred but not essential.

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