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Guest Experience Coordinator
2 weeks ago
We are seeking a skilled Reservation Agent to join our team. As the first point of contact for guests, you will be responsible for delivering exceptional reservation experiences across various spaces.
Your primary focus will be on managing reservation requests, building strong guest relationships, and ensuring seamless interactions that reflect a commitment to sophisticated service and warm hospitality.
Key Responsibilities- Manage reservations via phone, email, and online platforms using booking systems efficiently.
- Build strong relationships with VIPs and return guests, noting preferences, dietary needs, and special occasions.
- Optimize table allocation and guest flow across venues through proactive reservation management.
- Send timely confirmations, follow-ups, and pre-arrival communications.
- Stay informed on venue offerings, menus, hours, promotions, and seasonal events.
- Address and resolve guest complaints promptly, escalating when necessary.
- Maintain expert knowledge of reservation systems and ensure accurate guest records.
- Manage waitlists and cancellations, offering alternatives to enhance guest satisfaction and revenue.
- Assist with training new team members on reservation procedures.
- Ensure compliance with security, payment, and confidentiality protocols.
- Hospitality experience in a luxury hotel or fine-dining establishment with strong organisational skills.
- Impeccable attention to detail.
- Excellent communication and interpersonal skills, with a focus on delivering exceptional guest experiences.
- Ability to work effectively in a fast-paced environment, adapting to evolving needs and challenges.
- Experience with POS and reservation systems is highly advantageous.
- Able to work rotating shifts, including evenings, weekends, and public holidays.
- A Queensland Responsible Service of Alcohol (RSA) certification or willingness to obtain one.
This is an exciting opportunity to contribute to delivering exceptional experiences for our guests.
