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Guest Reservations Specialist

2 months ago

Spring Hill, Queensland, Australia Accor Full time

Company Overview

About the Mercure brand

Mercure Hotels provide more than just a comfortable stay; they serve as gateways to discovery and exploration. Established in 1973, Mercure is dedicated to showcasing the unique treasures of each location. With over 950 hotels in more than 60 countries, guests are welcomed into a setting that reflects local culture, from decor to culinary experiences.

About Mercure Brisbane Spring Hill

Situated on the edge of the central city, Mercure Brisbane Spring Hill is conveniently located near the CBD, Brisbane River, and public transport. The hotel boasts 179 spacious rooms, each featuring generous balconies, modern amenities, an outdoor pool, a fitness center, and a stylish restaurant and bar.

Role Overview

The Reservations Agent is vital in ensuring outstanding guest experiences at Mercure Brisbane Spring Hill. This role demands a highly organized, customer-focused individual with exceptional communication skills and the ability to manage multiple tasks effectively. The ideal candidate will oversee reservations, respond to guest inquiries, and deliver personalized services to guarantee maximum satisfaction.

Key Responsibilities:

  • Reservations Management: Efficiently process and oversee hotel room bookings, ensuring accurate entry of all reservation details into the system. Address guest inquiries about room availability, pricing, and amenities while promoting hotel services to enhance revenue.
  • Guest Services: Offer tailored assistance to guests throughout their stay, managing special requests and VIP arrangements to create memorable experiences. Address guest concerns and resolve issues promptly while coordinating with other departments to meet guest needs.
  • Communication: Maintain effective communication with guests through phone, email, and face-to-face interactions. Provide information about hotel facilities, services, and local attractions while collaborating with the Front Office and other departments for seamless guest experiences.
  • Administration: Keep precise records of guest interactions and transactions, prepare reports on reservations and guest feedback, and assist in creating promotional materials and packages.
Qualifications:
  • Previous experience in hotel reservations or a similar customer service role is preferred.
  • Excellent verbal and written communication skills.
  • Familiarity with hotel reservation systems and software is essential.
  • Strong attention to detail and organizational skills.
  • Ability to work under pressure and manage multiple tasks simultaneously.
  • Customer-oriented with a dedication to providing exceptional service.
  • Knowledge of local attractions and events is advantageous.
  • Additional education or training in hospitality or a related field is a plus.
  • Flexible availability to work during weekdays and weekends.

Why Choose Accor?

Accor is more than just a global leader in hospitality. We embrace individuality and offer a range of opportunities that align with your personality. We support your growth and learning, ensuring that your work is meaningful and fulfilling. With over 5400 hotels in more than 110 countries, the possibilities are limitless.

  • Access to the Accor Academy for continuous learning.
  • Flexible work arrangements to promote work-life balance.
  • Enjoy exclusive Accor Heartist Benefits, including discounts on food, beverages, and accommodations worldwide.
  • Participate in our referral bonus program.
  • Benefit from our Parental Leave Scheme.
  • Access to our Employee Assistance Program.

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