Reservations & Rooms Control Agent

Sheraton Hotels & Resorts; Port Douglas; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Exclusive staff discounts on food and

Life with the Works program

Extensive Marriott training and career

Employee Assistance Program

Employee Referral Incentives

Global Marriott network values

Job summary

Sheraton Hotel Port Douglas invites applications for a Reservations & Rooms Control Agent to deliver a seamless, professional booking experience from first contact. You will manage reservations and room inventory while coordinating with Front Office Sales and Events teams to ensure guest needs are met and occupancy targets are achieved.

You will handle inquiries via phone and email with courteous service, ensure accurate data entry, and contribute to revenue optimization through effective room

Qualifications

• Relevant experience in a similar role (Reservations)
• Strong written and spoken communication skills
• Working rights in Australia

Responsibilities

• Process reservations, modifications and cancellations accurately
• Manage guest requests and create personalised experiences
• Coordinate with Front Office Sales and Events teams to meet guest needs
• Respond to phone and email inquiries promptly and professionally
• Allocate rooms according to guest preferences and operations
• Handle reservation-related admin duties and support the team
• Contribute to revenue optimization by maximizing occupancy

Skills

Reservation experience

Customer service

Communication skills

Australian work rights

Job description

Additional Information

Job Number26135095

Job CategoryReservations

Location168-190 Port Douglas Road, Port Douglas Queen 4877, Australia VIEW ON MAP

ScheduleFull Time

Located Remotely?N

Position Type Non-Management

At the heart of local communities, Sheraton brings people together—both our guests and our associates. Discover a community-focused work environment where people care about each other and feel a sense of belonging. We invite you to join the Sheraton community as a Reservations & Rooms Control Agent because together, we are better. Start your career at Sheraton, where you don't just work - you belong.

Position Summary

As a Reservations & Rooms Control Agent, you will be one of the first points of contact for our guests, creating a seamless, professional, and welcoming booking experience from the very beginning of their journey. In this role, you will deliver exceptional customer service while managing reservations and room inventory efficiently. You will work closely with key departments, including the Front Office Sales, and Events teams, to ensure guest requirements are met and that operational and revenue objectives are achieved. Through effective communication, attention to detail, and collaboration, you will help provide a memorable guest experience and contribute to the overall success of the hotel.

Primary Duties

• Process reservations, modifications and cancellations accurately and efficiently.
• Review, update, and manage guest requests, creating personalised experiences tailored to individual preferences and requirements.
• Assist with and co-ordinate guest bookings, engaging with guest to exceed their expectations and enhance their overall experience.
• Respond to telephoone and email enquiries promptly and professionally, using appropriate communication etiquette at all times.
• Allocate rooms in accordance with guest preferences and operational requirements, accommodating requests wherever possible.
• Complete reservation related administrative duties and provide general support to the team.
• Contribute to revenue optimization by maximizing room inventory utilization and identifying opportunities to enhance guest bookings.

About You

• Relevant experience in a similar role. FIT/Group reservations experience is highly desirable.
• Strong communication skills written and verbal
• Working rights in Australia
• Enthusiastic to escal…
• Self-motivated, driven and energized in a fast paced environment
• Armed with smart solutions and a can-do attitude

Our Benefits

• Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
• Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
• Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
• Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program
• Opportunity to receive Employee Referral Incentives and get paid for working with your friend
• Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness

Sheraton Hotel is part of Marriott International's Premium portfolio, which has committed to putting people first for 90+ years.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.