Reservations Agent

5 months ago

Melbourne, Australia SOFITEL Full time

Company Description

Sofitel 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 outside the door. The hotel is known for its beautiful rooms, extensive Conference area, its superb Atrium Bar and its delectable No35 restaurant.

**Job Description**:
Responsible for maximising room and rate yield at the hotel, ensuring a timely response to all reservations enquiries.
- Process and input FIT 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.
- Provide efficient, friendly and professional service at all times to our guests.
- Take personal responsibility to ensure that all inquiries are addressed.
- Work in a team environment, with a small number of staff, assisting Front Office when required.
- Ensure all outward correspondence complies with company procedures.
- Maintain a positive selling approach to maximise yield in both occupancy and rates
- Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
- Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
- Complete all duties, and ensure a concise hand over
- Provide efficient, friendly and professional service to all guests.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Guest Satisfaction.
- Take initiative to ensure that interactions with our guests (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
- Work together with trust so that colleagues and management meet the goals of the department/Hotel.
- Treat guests and colleagues from all cultural groups with respect, sensitivity and transparency.
- Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.

**Qualifications**:

- 12 months experience in Rooms Reservations or Operator role is advantageous
- Be highly organised and able to effectively manage priorities
- Initiate contact and establish rapport easily
- Project a professional image at all times through personal presentation/interpersonal skills
- Handle tasks carefully and correctly
- Be a good team player; contribute to and assist co-workers
- Be committed to undertake growth and development within the Sofitel brand

Additional Information
**MY BENEFITS**:

- Opportunity to work at an iconic Melbourne luxury hotel in a convenient CBD location
- Local and international career opportunities with Sofitel La Maison and Accor
- Exposure, experience and growth in a fast paced luxury environment
- Staff discounts for Accor accommodation and F&B

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