Cluster Reservations Agent

1 week ago

Melbourne, Victoria, Australia Marriott International, Inc Full time

Job Number

Job Category Reservations

Location The Westin Melbourne, 205 Collins Street, Melbourne, Victoria, Australia VIEW ON MAP

Schedule Part-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

***Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.


Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers.

Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.

Speak with others using clear and professional language; answer telephones using appropriate etiquette.

Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.

Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Policies and Procedures

  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Perform other reasonable job duties as requested by Supervisors.

Guest Relations

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Communication

  • Speak to guests and coworkers using clear, appropriate and professional language.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Talk with and listen to other employees to effectively exchange information.

Working with Others

  • Support all coworkers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

  • Comply with quality assurance expectations and standards.

Physical Tasks

  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Reservation Services

  • Verify all reservation information with callers to ensure accuracy.
  • Accommodate and document special requests in an accurate and efficient manner.
  • Determine the most appropriate room type to meet guest requirements and maximize room rate.
  • Explain guarantee and cancellation policies to callers.
  • Describe room accommodations and benefit feature sale amenities to guests.
  • Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
  • Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
  • Identify guest reservation needs by asking openended questions to obtain all necessary information, including enrollment

  • Cluster Reservation Agent

    1 week ago

    Melbourne, Victoria, Australia Marriott International, Inc Full time

    Job Number Job Category ReservationsLocation The Westin Melbourne, 205 Collins Street, Melbourne, Victoria, Australia VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management***Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine...

  • Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia Marriott International, Inc Full time

    Job Number Job Category ReservationsLocation AC Hotel Melbourne Southbank, 201 Normanby Road Southbank, Melbourne, Victoria, AustraliaSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management***Reporting directly to the Cluster Reservations Manager, we are looking for an experienced and dynamic Reservations Agent for AC by Marriott...

  • Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia Marriott International, Inc Full time

    Job Number Job Category ReservationsLocation The Westin Melbourne, 205 Collins Street, Melbourne, Victoria, Australia VIEW ON MAPSchedule Part-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementThe Westin is committed to empowering guests to enhance their well-being when they need it most - while travelling. As The Westin associates, we rise to...

  • Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia Stamford Hotels and Resorts Full time

    About the role Stamford Plaza Melbourne is now seeking a Reservations Agent on a Full Time basis. In this role you will serve as the first line of inquiry for room reservations within the hotel. The Reservation Agent is responsible for offering exceptional customer service, options, and other solutions to meet customer needs. To be successful in this...

  • Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia Hilton Full time

    Reservations AgentAbout DoubleTree by Hilton Melbourne Flinders StreetDoubleTree by Hilton Hotel Melbourne - Flinders Street is conveniently located opposite the historic Flinders Street Station and is within walking distance of corporate offices, the famous Melbourne Laneways, and the South Bank precinct. Along with their world-famous chocolate chip...

  • Reservations Agent

    6 hours ago

    Melbourne, Victoria, Australia DoubleTree by Hilton Hotel Melbourne - Flinders Street Full time

    About DoubleTree by Hilton Melbourne Flinders StreetDoubleTree by Hilton Hotel Melbourne - Flinders Street is conveniently located opposite the historic Flinders Street Station and is within walking distance of corporate offices, the famous Melbourne Laneways, and the South Bank precinct. Along with their world-famous chocolate chip cookies, DoubleTree...

  • Reservations Sales Agent

    1 week ago

    Melbourne, Victoria, Australia Novotel Melbourne on Collins Full time

    Company DescriptionWe are a contemporary style 4.5 star comfort hotel conveniently located in the very heart of Melbourne on fashionable Collins Street close to the Town Hall, Federation Square and retail and theatre districts. Featuring 380 guest rooms and suites, bar and restaurant, swimming pool and gym with 8 flexible conference & function venues feature...

  • Reservation Agent

    1 week ago

    Melbourne, Victoria, Australia AccorHotels Full time

    Novotel Melbourne Preston is located in the heart of Melbourne's eclectic northern suburbs, 20 minutes from Melbourne Airport and close to the CBD.Boasting a freshly refurbished lobby, rooms, restaurant and cafe, with the largest conference and events facilities within the Melbourne portfolio.Novotel Melbourne Preston is growing and require a customer...

  • Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia Marriott International, Inc Full time

    Job Number Job Category ReservationsLocation W Melbourne, 408 Flinders Lane, Melbourne, Victoria, AustraliaSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management***Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify...

  • Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia W Hotels Full time

    Job DescriptionJob Number Job Category ReservationsLocation W Melbourne, 408 Flinders Lane, Melbourne, Victoria, Australia VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management***Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine...

  • Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia Westin Hotels & Resorts Full time

    Job Description:Job Number Job Category ReservationsLocation The Westin Melbourne, 205 Collins Street, Melbourne, Victoria, Australia VIEW ON MAPSchedule Part-TimeLocated Remotely? NRelocation? NPosition Type Non-Management***Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and...

  • Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia Crown Melbourne Full time

    Job Number: MEL14830)Reservations AgentCROWN MELBOURNE | FULL TIMEThe Benefits: Family and friends discounts across our 7 hotel properties Excellent training program Free meals on shift at our staff restaurant Options of working from home Uniform can be provided and laundered for you Discounts with our Food & Beverage venues Discounted staff parking...

  • Group Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia Marriott International, Inc Full time

    Job Number Job Category ReservationsLocation The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, AustraliaSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-ManagementTHE RITZ-CARLTON, MELBOURNEWe are thrilled to announce the opening of The Ritz-Carlton, Melbourne, in March 2023. Set to redefine luxury in the city, the...

  • Room Reservations Agent at Jazz Hotel Group

    1 week ago

    Melbourne, Victoria, Australia Ubertas Hotel Management Pty Ltd Full time

    Orchestrate Exquisite Stays as a Rooms Reservation Agent at Jazz Hotel GroupEmbark on a captivating venture with Jazz Hotel Group as you become the maestro of guest reservations, blending meticulous attention to detail with a warm, engaging demeanor. Set within the picturesque realm of Melbourne, Australia, our esteemed establishments invite you to a vibrant...

  • Room Reservations Agent at Jazz Hotel Group

    1 week ago

    Melbourne, Victoria, Australia Ubertas Hotel Management Pty Ltd Full time

    Orchestrate Exquisite Stays as a Rooms Reservation Agent at Jazz Hotel GroupEmbark on a captivating venture with Jazz Hotel Group as you become the maestro of guest reservations, blending meticulous attention to detail with a warm, engaging demeanor. Set within the picturesque realm of Melbourne, Australia, our esteemed establishments invite you to a vibrant...

  • Reservations Agent Full Time

    1 week ago

    Melbourne, Victoria, Australia Crown Melbourne Full time

    Job Number: MEL15466)Reservations Agent:CROWN MELBOURNE | FULL TIME:Join us and help create unforgettable guest experiences.With flexible working from home options following a 6 month probationary period, this role will allow a great work life balance.Our Crown Resorts Reservations department is the central point of contact for hotel accommodation enquiries...

  • Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia SOFITEL Full time

    Company DescriptionSofitel Melbourne On Collins is one of Melbourne's premier luxury hotels. Located in the Paris end of Collins Street, the hotel is accessible to all of the major activities of Melbourne. Whether it be the Australian Open, an AFL match at the MCG, some shopping for luxury items or just close to transportation - trams and trains are just...

  • Reservations Agent

    1 week ago

    Melbourne, Victoria, Australia The Ritz-Carlton Full time

    Job Description:Job Number Job Category ReservationsLocation The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia VIEW ON MAPSchedule Part-TimeLocated Remotely? NRelocation? NPosition Type Non-Management***As one of the Ladies and Gentlemen of The Ritz-Carlton, you are the most important asset in our service commitment to our...

  • Reservations Supervisor

    1 week ago

    Melbourne, Victoria, Australia The Hotel Windsor Full time

    Are you an experienced reservations agent ready to take your next step?About UsThe Hotel Windsor is an iconic Australian hotel embodying the architecture and elegance of a European style 'Grand Hotel', situated on Spring Street and located at the 'Paris' end of Melbourne.Our group boasts a collection of world-class hospitality venues including Sunda, Aru,...

  • Reservation Agent

    1 week ago

    Melbourne, Victoria, Australia Australian Venue Co. Full time

    We're looking for talented and driven individuals to join our reservations team, where you'll play a key role in creating unforgettable experiences for our guests.Key skills for success in this role Superior communication skills Previous experience in customer service/hospitality is advantageous. Strong problemsolving and timemanagement skills Technical...