Reservations and Accommodation Specialist

7 days ago

Melbourne, Victoria, Australia beBeeReservation Full time $65,000 - $85,000
Job Summary

We are seeking a highly skilled and organized Reservation Agent to join our team. The successful candidate will be responsible for processing all reservation requests, changes, and cancellations received by phone, fax, or mail. You will identify guest reservation needs and determine the most suitable room type to meet their requirements.

You will verify the availability of the chosen room type and rate, explaining our guarantee, special rate, and cancellation policies to callers in a clear and concise manner. Your attention to detail will ensure that you accommodate and document special requests accurately.

As a key member of our team, you will answer questions about property facilities/services and room accommodations, utilizing sales techniques to maximize revenue. You will also input and access data in our reservation system, indicating special room reservation types (e.g., complimentary rooms, employee discounts) by inputting the correct code and rate into the system.

In addition, you will follow proper escalation procedures when addressing guest concerns, providing exceptional customer service at all times.

Key Responsibilities
  • Process reservations and cancellations efficiently
  • Identify guest needs and recommend suitable room types
  • Explain hotel policies to callers clearly
  • Accommodate special requests promptly
  • Input and access data in the reservation system
  • Indicate special room types accurately
  • Follow escalation procedures for guest concerns
Requirements

To be successful in this role, you must demonstrate:

  • Familiarity with company policies and procedures
  • The ability to maintain uniform and personal appearance in a clean and professional manner
  • Confidentiality in handling proprietary information
  • A commitment to protecting company assets
  • Respect for the privacy and security of guests and coworkers
Working Relationships

As a key member of our team, you will develop and maintain positive working relationships with colleagues, supporting our team to achieve common goals. You will listen and respond appropriately to the concerns of other employees, fostering a collaborative and productive work environment.

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