Reservation Agent

SO/ Auckland; Auckland; On-site; NZD 42,000 - 54,000; Part time

Benefits offered by this job

Staff meal on shift

Uniform provided

International accommodation and hotel/

Family & Friends hotel discounts

Career progression opportunities

Free night accommodation annually

Job summary

SO/ Auckland, part of the Accor group, is seeking a Part-time Reservations Agent to be the welcoming voice behind a cluster of Auckland CBD hotels. You will manage enquiries, tailor stays, and maximize occupancy with warm, efficient service while collaborating with hotel teams across the cluster.

You will input reservations, upsell opportunities, and coordinate with Sales/F&B for events. Experience in a luxury setting and familiarity with Opera/ResWeb/DataWeb are highly valued.

Qualifications

• Guest-focused personality is essential.
• Minimum 1 year previous Reservation/Front Office experience is essential.
• 5 star luxury environment is preferred.
• Expert knowledge of Opera and familiarity with Accor ResWeb and DataWeb systems.
• Passion for high-end hospitality with an absolute eye for detail.
• Demonstrated ability to build warm relationships and gain trust at all levels.
• Excellent listening and negotiation skills.
• Projects professional image at all times through personal presentation/interpersonal skills.

Responsibilities

• Process and input group, FIT and corporate reservations following hotel reservations policy.
• Answer all calls promptly, within 3 rings using the specified greeting for hotel, in a courteous and efficient manner.
• Take initiative to engage with guests and deliver emotion and heartfelt service in every interaction.
• Ensure all Group checklists are updated on the date they are received.
• Send group invoices to companies/agents for payment and follow up on any outstanding payments.
• Provide upselling opportunities and recruit onto Accor Live Limitless (ALL).
• Liaise with Sales and Food & Beverage teams for conference or event arrangements.
• Take personal responsibility to ensure inquiries are addressed.
• Ensure all outward correspondence complies with company procedures and is authorised when required.
• Assist in preparation and checking of the rate manual.
• Check and update rates in the computer system.
• Adhere to rates published in Rate Manual; exceptions through Cluster Reservations Manager.
• Maintain a positive selling approach to maximise yield in occupancy and rates.

Skills

Guest focus

Front Office experience

Attention to detail

Relationship building

Negotiation skills

Professional image

Communication skills

Luxury hospitality

Tools

Opera

ResWeb

DataWeb

Job description

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

As a Part-time Reservations Agent, you will be the welcoming voice behind a cluster of Auckland CBD hotels, assisting guests with enquiries and tailoring stays that exceed expectations. With a passion for hospitality and attention to detail, you will ensure all reservations are handled with warmth, efficiency, and genuine care, while maximising room occupancy and revenue opportunities. Working closely with hotel teams across the cluster, you will play an integral role in delivering seamless service and transforming every reservation into the beginning of an unforgettable stay.

• Process and input group, FIT and corporate reservations following hotel reservations policy
• Answer all calls promptly, within 3 rings using specified greeting for hotel, in a courteous and efficient manner. Ensure that all relevant information is obtained.
• Take initiative to seek out memorable ways to engage with guests, and harness your creativity to deliver emotion and heart felt service in every interaction.
• Ensure all Group checklists are updated on the same date they are received.
• Send group invoice to companies/agents for payment and follow-up on any outstanding payments.
• Expertly provide upselling opportunities and recruit onto Accor Live Limitless (ALL).
• Liaison with Sales team and Food and Beverage team for conference or event arrangement.
• Take personal responsibility to ensure that all inquiries are addressed.
• Ensure all outward correspondence complies with company procedures, and any unusual correspondence is authorised by the Operations Manager.
• Assist in the preparation and checking of the rate manual.
• Check and update, as necessary, rates in the computer system.
• Adhere to rates published in the Rate Manual or rate advertisements. Exceptions to the published rates must be made through the Cluster Reservations Manager
• Maintain a positive selling approach to maximise yield in both occupancy and rates.

Qualifications

Your experience and skills include:

• Guest focused personality is essential
• Minimum 1 year previous Reservation/Front Office experience is essential.
• 5 star luxury environment is preferred.
• Expert knowledge of Opera and familiar with Accor ResWeb and DataWeb system.
• Passion for high end hospitality with an absolute eye for detail.
• A demonstrated ability to build warm relationships and gain trust at all levels.
• Excellent listening and negotiation skills.
• Projects professional image at all times through personal presentation/ interpersonal skills.

Additional Information

• Staff meal while on shift
• Uniform provided and laundered
• International accommodation and retail discounts across varying Ennismore & Accor Hotels properties
• Family & Friends Hotel Discounts
• Opportunities for further development and worldwide career progression within Ennismore/ Accor
• Annual reward of a free night's accommodation at the hotel and additional perks!

Our Commitment To Diversity & Inclusion

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. we offer reasonable adjustments to support you. if you require an adjustment to be made during the recruitment process, you're welcome to let us know.