Reservations Agent

Reservations Agent - Sydney CBD Based
(4424)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy and a team who is meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

A scenic 2.5-hour drive from Sydney, Emirates One&Only Wolgan Valley is an ultra-luxury conservation resort located in the Greater Blue Mountains World Heritage-listed region. The resort combines ultra-luxury with a quintessentially Australian bush experience. The resort offers award-winning culinary experiences, a range of nature activities including hiking, four-wheel driving, cycling and horse riding and the One&Only Spa, for pampering spa and wellness experiences.
Emirates One&Only Wolgan Valley is highly acclaimed in the industry, it continues to be awarded for its excellence in tourism, accommodation, spa, cuisine, and sustainability.

**_Job Summary_**

Provide personalised services and coordination of all aspects of the guest’s stay at the Resort, through communication with other departments, and act as the primary link between the guests and the operations prior to the guest's arrival at the resort.

Follows standards and procedures set out by Emirates One&Only Wolgan Valley Resort.

**_Key Duties and Responsibilities_**

Promote and sell Emirates One&Only Wolgan Valley to potential clients to secure reservations per One&Only Resorts standards.

Attend specific online reservation portals (online travel agent portals and Kerzner reservation portals) to download and check new reservations and update existing reservations with guest information, payment information and arrival / departure details.

Undertake relevant pre-arrival checks for Emirates One&Only Wolgan Valley.

As instructed by Team Leader or Rooms Division Manager, assist with follow-up of group reservations in enquiry, tentative and definite status in Opera property management system.

Finalise and communicate relevant information to operational departments. Liaise with resorts to ensure active and open communication is occurring with regards to guest needs and expectations. Learn and possess full product knowledge of resort rooms, resort facilities and the local areas. To be familiar with all resort facilities and available services. This is to include all relevant outside services, attractions and nearby sport and recreational facilities in order to advise guests on any queries that may arise.

Be fully competent in Opera property management system, Protel and Reservations Assist.

Communicate and work closely with Reservation Team Leader / Rooms Division Manager, Sales and Resort Colleagues.

The reservations department may operate 7-days per week, 365-days per annum. Weekend and public holiday roster shifts may be required in this role.

Adheres to all hotel policies and procedures and standards laid out by One&Only resorts and practices these daily.

Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring that the property maintains its mark as one of the leading properties.

Ensure to fulfil daily tasks; follow up on Retention Charges for all Cancellations and No Shows, as per Contract clauses, rate check to avoid rebates. Ensures that all confirmations regret letters and replies are sent within twelve hours of receiving the query (if at all possible).

Handles difficult situations effectively following resort standard, policies and procedures.

Other duties may be prescribed from time to time due to operational or management needs.

**_Skills, Experience & Educational Requirements_**

Prior experience in a 5-star hotel (or similar) with at least 12 months of Front Office or reservations experience.

Experience in using Opera property management system is highly advantageous.

Possess a well-developed knowledge of the Hospitality & Tourism industry and distribution channels.

Microsoft Word and Outlook is essential and Excel skills desirable.

Attention to detail essential.

Data entry and strong written skills.

Excellent telephone manner and/or Call Centre experience.

**_What we offer_**
This role is based in our Sydney CBD office and is a mixture of hybrid working.
You will have access to the wider company benefits such as staff discounts.
This isn't just a job it's a career, Emirates One&Only support and develops learning goals and enhances talent within our brand.