Rydges Resort Hunter Valley - Reservations Agent - Casual

EVT Group; Lovedale; On-site; AUD 45,000 - 65,000; Full time

Benefits offered by this job

Team member discounts

Stay discounts at EVT hotels

Movie and entertainment discounts

Seasonal savings (winter/summer)

Career growth opportunities

Community involvement

Job summary

EVT Group operates Rydges Resort Hunter Valley, a premier resort in Australia’s wine country. The Reservations Agent will be on the front line, handling guest calls, emails and bookings to ensure a seamless guest experience.

You will use Opera PMS and other systems, coordinate with Front Office, and upsell services while maintaining accurate guest profiles. Flexible shifts and team discounts are part of the role.

Qualifications

• Experience in a similar customer service role.
• Fluency in English; strong communication skills.
• Experience with hotel reservation systems (Opera PMS preferred).

Responsibilities

• Handle guest bookings via phone, email, and PMS.
• Be the first point of contact for guest inquiries.
• Upsell rooms and services to enhance guest stay.
• Maintain accurate guest profiles and preferences.
• Coordinate with Front Office and other departments.
• Log complaints and ensure timely follow-up.

Skills

Customer service

English fluency

Communication skills

Organisational skills

Tech savvy

Time management

Shift flexibility

High school diploma

Education

High school diploma

Tools

Opera PMS

Reservation software

Job description

Title: Reservations Agent

Reports to: Director of Rooms/Reservations Manager

Direct Reports: Front Office

Function

Working in the communication hub of the hotel you will be the first port of call for all guest phone and digital enquiries and queries. Seamless service is the main communication point for the hotel and responsible for providing and co-ordinating quick response to requests and inquiries. From restaurant bookings to reservations, housekeeping requests to room service orders. Your knowledge and expertise of the hotel will shine through to provide a great guest experience.

Located in the heart of Australia’s premier wine region, situated across an enormous slice of pristine countryside. The award winning Rydges Resort Hunter Valley is a vibrant 419-room resort consisting of a mix of hotel rooms and outside villas. The resort is a sprawling playground in the heart of wine country; where's there's something special for everyone. We pride ourselves on providing exceptional resort accommodation and creating unforgettable experiences for our valued guests. Whether they are here for a relaxing leisure holiday, attending large meetings and conferences, or celebrating a spectacular wedding, we are committed to delivering excellence at every turn.

2025 & 2026 Hunter Valley Legends Awards
Hunter Valley Accommodation Operator of the Year

2025 & 2026 Accommodation Australia NSW Awards for Excellence Winner
Best Health & Wellbeing Practices

Our Vision is being leaders in creating experiences and properties that escape the ordinary.

Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.

Our Goals

• Growing revenue above market
• Maximise assets
• Business transformation

Our Values

• Empowerment: We make it happen
• Possibilities: We evolve and innovate
• Community: We make the connection

Key Accountabilities:

Your day-to-day

• Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, e- mail, messages, and how to interpret availability sources within the reservation systems
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
• Jump into other ad-hoc duties when your colleagues need your help
• Log all guest complaints into duty logs, guest profile notes and ensure that management are aware of any existing or potential guest issues
• Complete check-in and check-out guests from Property Management System Opera through the telephone.
• Effectively manage FIT and group reservations, manage waitlist and “no show’ reservations.
• Effectively update PMS with any special requirements, early departures, extensions etc.
• Focus on maintaining a high level of accuracy in both hotel reservations and guest requests. From restaurant bookings, guest amenity requests, room service orders and everything in between effective communication and attention to detail are paramount
• Improve profile management by consistently monitoring and merging individual and company profiles for accurate statistical data and guest recognition
• Maintain knowledge of special rates/ offers/ promotions
• Communicate effectively and maintain key interdepartmental relationships
• In depth software knowledge including but not limited to Property Management System (Opera) and other systems
• Regularly communicate with hotel team to build and maintain key relationships

What we need from you:

• Experience in a similar customer service role. Ideally working within a hotelsetting.
• Compliant – you’ll be above minimum age required and relevant Drivers Licence in your state
• Communication skills – guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Fluency in English – extra language skills would be great, but not essential
• Strong organisational skills, work within deadlines and prioritise effectively
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers
• Your problem solving skills will turn issues into opportunities so every guests leaves with great memories
• Ability to work in a fast-paced environment and prioritise workload
• Look smart – wear your uniform with pride and adhere to personal grooming and hygiene standards
• Flexibility – night, weekend and holiday shifts are all part of the job

Benefits & Perks:

• Renowned for our refreshingly local, down-to-earth experiences.
• Incredible team member discounts from your first day on-the-job.
• 50% off stays at EVT hotels – Rydges, QT, Atura, Lylo and more.
• $2 movie tickets, plus Moonlight, Gold Class, Candy Bar discounts and more.
• Awesome winter and summer savings and discounts at Thredbo.
• Rapid career growth opportunities through our EVT network.
• Local community involvement, volunteering and charitable giving.
• Australia and NZ’s largest and most diverse experiences company.

Join Rydges Resort Hunter Valley and become an EVT experience creator, opportunity taker, the ultimate Daymaker. Join and make a positive impact on our people, communities, and environment every day.