Reservations Agent - Full Time

MGallery; Sydney; On-site; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Career development

Historist discounts

Free parking

Discounted coffee

Job summary

The William Inglis Hotel – MGallery South West Sydney is seeking a Reservations Agent to provide warm, personalised service from first enquiry to confirmation, while identifying opportunities to enhance the guest experience and maximise revenue.

This role requires previous reservations/front office experience, strong communication, and the ability to upsell in a premium hotel environment. A rotating roster including Saturdays is expected.

Qualifications

• Previous experience in hotel reservations, front office or guest-facing roles.
• Experience with Opera Cloud or a similar PMS.
• Flexibility to work a rotating roster, including Saturdays and public holidays.

Responsibilities

• Handle all incoming reservation enquiries via phone and email with warmth and professionalism.
• Build connections with guests, upsell opportunities and maximise revenue.
• Create and maintain reservations and guest profiles in Opera Cloud.
• Stay informed on rooms, rates, packages, promotions and hotel facilities.

Skills

Guest service

Communication

Upselling

Hospitality

Tools

Opera Cloud

Job description

At The William Inglis Hotel – MGallery South West Sydney, we believe luxury lives in the details - a warm welcome, a thoughtful recommendation and the little touches that make a stay memorable.

Inspired by our rich thoroughbred heritage and our home in the heart of South West Sydney, The William Inglis is a hotel with a story to tell. As part ofAccor and the MGallery Collection, we create memorable experiences through genuine connection, individuality and exceptional service.

We’re looking for a Reservations Agent to join our team and help bring that experience to life.

Company Description

At The William Inglis Hotel – MGallery South West Sydney, we believe luxury lives in the details - a warm welcome, a thoughtful recommendation and the little touches that make a stay memorable.

Inspired by our rich thoroughbred heritage and our home in the heart of South West Sydney, The William Inglis is a hotel with a story to tell. As part ofAccor and the MGallery Collection, we create memorable experiences through genuine connection, individuality and exceptional service.

We’re looking for a Reservations Agent to join our team and help bring that experience to life.

Job Description

As a Reservations Agent, you’ll be one of the first points of contact for many of our guests. From the first enquiry through to confirming their stay, you’ll create a warm, personalised booking experience while confidently finding opportunities to enhance the guest experience and maximise revenue.

What you'll be doing

• Manage all incoming reservation enquiries across phone and email, providing warm, professional and personalised service.
• Build genuine connections with guests, offering knowledgeable recommendations and identifying opportunities to upsell and maximise revenue.
• Accurately create and maintain reservations and guest profiles in Opera Cloud, including preferences, special requests and booking details.
• Maintain strong knowledge of our rooms, rates, packages, promotions, hotel facilities and local area.
• Monitor the hotel’s general inbox, actioning and transferring enquiries to the appropriate departments while ensuring exceptional service, communication and follow-through.
• Communicate guest requests and important information clearly across departments to ensure a seamless guest journey.
• Work closely with Front Office, Sales and other hotel teams, identifying and communicating relevant sales leads.
• Ensure rates, availability and booking information are accurate and in line with hotel guidelines.
• Stay up to date with hotel communications, promotions and the Accor Live Limitless (ALL) loyalty programme.
• Bring the Accor values and Heartist principles to life through every interaction, while supporting a positive and collaborative team environment.

Qualifications

About You

We're looking for someone who brings genuine warmth, confidence and a passion for creating exceptional guest experiences.

You’ll ideally have:

• Previous experience in hotel reservations, Front Office, customer service or a similar guest-facing role, with luxury or premium hotel experience highly regarded.
• A genuine passion for hospitality and creating memorable guest experiences.
• A natural ability to connect with people and make guests feel genuinely looked after.
• Strong communication skills, with excellent attention to detail and accuracy.
• Experience with Opera Cloud or a similar PMS, with strong computer skills.
• A confident, personable approach to sales and upselling, with a focus on enhancing the guest experience.
• The ability to quickly learn and confidently communicate our rooms, rates, packages, promotions and hotel offerings.
• Additional language skills are advantageous.
• A proactive, collaborative and can-do attitude, with a genuine desire to learn and grow.
• Flexibility to work a rotating roster, including ongoing Saturday shifts and some public holidays.
• Full working rights in Australia. Please note, sponsorship is not available for this position.

Above all, you’re warm, genuine, reliable and guest-focused. You take pride in the details, communicate openly with your team and understand that great hospitality is about making people feel genuinely seen and looked after.

Additional Information

At The William Inglis Hotel, part of Accor’s MGallery Collection, you’ll enjoy:

• Career development and opportunities across Accor
• Global Heartist discounts on accommodation and dining
• Complimentary car parking and discounted barista coffee!
• A supportive, inclusive and active team culture
• The chance to work in a unique hotel blending luxury, heritage and hospitality

Diversity&Inclusionfor Accor means welcoming each and everyoneandrespecting their differences by giving priority only to qualities andskills in extending employment and development opportunities. Our ambition is toprovide meaningful employment, a warm and welcoming culture, excellentworking conditions and to promote the development ofall people, including thosewith disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.