Reservations - All Rouner

Novotel; Gold Coast City; On-site; AUD 32,000 - 44,000; Part time

Job summary

Novotel on the Gold Coast is seeking an enthusiastic Reservations team member to handle inquiries, process bookings and upsell where appropriate. The role supports Front Office and other departments to maximise occupancy and revenue while delivering excellent guest service.

Part-time and casual positions are available, with a focus on accurate data, friendly communication and adherence to rate structures. Fluent English is essential; experience with OPERA Cloud/RESAWEB is a plus.

Qualifications

• Experience in reservations or customer service.
• Experience delivering excellent customer service and providing prompt, efficient assistance.
• Experience with upselling and identifying revenue opportunities is advantageous.
• Competence with computer systems, including OPERA Cloud, RESAWEB, and Microsoft Office.
• Strong written and verbal communication skills.
• Attention to detail, time management and multitasking abilities.
• Ability to work under pressure and adapt to change.
• Fluent spoken and written English; other languages are valued.

Responsibilities

• Handle incoming reservation enquiries promptly and professionally, identifying opportunities to upsell and maximise revenue.
• Process reservations accurately and maintain complete guest details and records in the property management system.
• Answer telephone calls within three rings and maintain excellent phone etiquette.
• Apply rate structures, occupancy information, property features and special offers to maximise room sales.
• Coordinate guest and booker requirements and communicate special requests to relevant departments.
• Maintain knowledge of hotel products, services, facilities and loyalty programmes.
• Provide efficient, friendly and professional service to all guests and support positive guest outcomes.
• Advise Sales of relevant sales leads and share information across departments.
• Attend briefings, meetings and training programs, including Accor Academy Learn Your Way.
• Support Accor values, Heartist culture, ESG initiatives and inclusive workplace commitments.
• Follow health and safety, confidentiality and company policies; report hazards promptly.
• Contribute to cost control, energy conservation and accurate record keeping.

Skills

Reservations/Cust service

Upselling

Communication

Attention to detail

Time management

Multitasking

Work under pressure

Initiative & adaptability

Interpersonal skills

Fluent English

Tools

OPERA Cloud

RESAWEB

Microsoft Office

Job description

Join Novotel's Reservations team and help maximise hotel occupancy and revenue by managing reservations across all incoming channels. You will provide knowledgeable, friendly and efficient service to guests, travel agents, corporate travel managers and internal teams while ensuring accurate information, timely follow-up and adherence to rate structures. This role works closely with Front Office, Housekeeping, Food & Beverage, Sales & Marketing and Conference Operations to deliver a seamless guest experience. We Part-time and Casual positions available.

Key responsibilities

Handle incoming reservation enquiries promptly and professionally, identifying opportunities to upsell and maximise revenue.

Process reservations accurately and maintain complete guest details and records in the property management system.

Answer telephone calls within three rings in line with brand standards and maintain excellent phone etiquette.

Apply rate structures, occupancy information, property features and special offers to maximise room sales.

Action guest and booker requirements, confirm arrangements and communicate special requests to relevant departments.

Maintain strong knowledge of hotel products, services, facilities, surrounding properties and the Accor Loyalty Programme.

Provide efficient, friendly and professional service to all guests and support positive guest outcomes.

Advise the Sales team of relevant sales leads and communicate important information across departments.

Attend briefings, meetings and training programs, including Accor Academy Learn Your Way.

Support Accor's values, Heartist principles, ESG initiatives and commitment to an inclusive workplace.

Follow workplace health and safety, emergency, environmental, confidentiality and company policies and procedures.

Report hazards, incidents, equipment faults and maintenance or cleaning requirements promptly.

Contribute to cost control, energy conservation, accurate record keeping and the safe use of equipment.

Complete required tasks accurately and within agreed timeframes, including additional reasonable projects as required.

What we're looking for

Experience in a reservations or customer service environment, preferably within a hotel.

Experience delivering excellent customer service and providing prompt, efficient assistance.

Experience with upselling and identifying revenue opportunities is advantageous.

Competence with computer systems, including Microsoft Office, OPERA Cloud, RESAWEB.

Strong written and verbal communication skills with the ability to build rapport in person and over the telephone.

Excellent attention to detail, time management and multitasking skills.

Ability to work under pressure, think on your feet and manage guest expectations professionally.

Ability to work independently, demonstrate initiative and adapt effectively to change.

A positive, energetic and professional approach with strong interpersonal skills and personal integrity.

Fluent spoken and written English; additional languages are well regarded.

Flexibility to work a variety of shifts and a strong interest in hotel operations.

Commitment to Accor values, Heartist culture, workplace safety and respectful service for people from diverse cultures.