Reservations Agent: Guest Experience & Revenue

Mercure; Sydney; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Discounts on accommodations

Half-price staff meals

Free daily coffees

Job summary

Mercure Sydney is seeking a full-time Reservations Agent to support reservations for Mercure Sydney and ibis Sydney World Square, handling guest enquiries, bookings and delivering outstanding service across both properties.

You will input reservations via Opera Cloud and RESAweb, respond to calls with a guest-focused approach, and help maximise occupancy and rates while maintaining attention to detail and a friendly, engaging manner.

Qualifications

• Knowledge and application of Opera system or similar reservations system.
• Genuine interest to listen to guests and make them feel special.
• High level of attention to detail and exceptional organisational & time management skills.
• Strong interpersonal and problem-solving abilities.
• Fluency in English with high proficiency across communication modes.
• Flexible availability, including Saturdays on rotation.

Responsibilities

• Input and process all reservations via PMS (Opera Cloud) and RESAweb.
• Respond to guest calls ensuring an outstanding guest experience.
• Sell rooms with a positive approach to maximise yield in occupancy and rates.
• Consistently offer exceptional, friendly and engaging service.
• Recommend property facilities and assist guests with information and special requests.

Skills

Active listening

Attention to detail

Time management

Interpersonal skills

Problem solving

English fluency

Saturday availability

Tools

Opera system

RESAweb

Job description

Mercure Sydney is seeking a full-time Reservations Agent to support reservations for Mercure Sydney and ibis Sydney World Square, handling guest enquiries, bookings and delivering outstanding service across both properties.

You will input reservations via Opera Cloud and RESAweb, respond to calls with a guest-focused approach, and help maximise occupancy and rates while maintaining attention to detail and a friendly, engaging manner.