Reservations Agent

4 weeks ago

Melbourne, Victoria, Australia Thehotelwindsor Full time
Overview

The Hotel Windsor is an iconic Australian hotel embodying the architecture and elegance of a European style 'Grand Hotel', located on Spring Street at the Paris end of Melbourne. The group includes venues such as Aru, Kudo, Antara and Saadi, with a commitment to exceptional service and excellence in hospitality. We welcome positive, passionate, honest and hardworking individuals who value integrity and initiative and seek personal and professional development in a supportive environment.

Our opportunity is to join the team as the first point of contact for guests, assisting in crafting a seamless guest experience throughout their stay. This role involves handling reservations in our systems, implementing revenue strategies, and collaborating with hotel departments to maintain a positive team culture. The position is full-time, predominantly Tuesday–Saturday, 9am–5pm, based in our offices at The Hotel Windsor.

Responsibilities
  • Respond to guest inquiries via phone and email, assist with reservations, and provide information on accommodation options, rates and amenities
  • Process bookings, payments, cancellations and modifications in reservation software and prepare accurate arrival reports
  • Coordinate with departments such as housekeeping and maintenance to fulfill guest requests and ensure optimal room availability
  • Maintain accuracy in reservations systems and databases (e.g., OPERA Cloud, TravelClick, OTA extranets)
  • Handle customer complaints and resolve issues promptly, soliciting guest feedback to improve satisfaction
  • Assist with administrative tasks as needed
Qualifications
  • A vibrant, friendly and enthusiastic personality
  • Previous experience in a reservations position, preferably in a hotel
  • Superior written and verbal communication and interpersonal skills
  • Excellent time management and attention to detail
  • Proactive mindset with the ability to work autonomously in a high-pressure environment
  • Passion for delivering exceptional service and continuously improving processes to enhance guest satisfaction and profitability
  • Flexibility to work weekends and public holidays as required
  • Experience using OPERA Cloud, TravelClick or similar booking platforms is highly regarded
Additional Information

Please note, you must have full and permanent working rights in Australia to apply. Only short-listed candidates will be contacted for this role.


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