Reservations Agent

**Job Number** 23072569

**Job Category** Reservations

**Location** AC Hotel Melbourne Southbank, 201 Normanby Road Southbank, Melbourne, Victoria, Australia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

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Reporting directly to the Cluster Reservations Manager, we are looking for an experienced and dynamic Reservations Agent for AC by Marriott Southbank Hotel.

**Responsibilities include but are not limited to**:

- Handling and processing reservations and inquiries from all booking channels
- Pre-arrival check to ensure guest history is linked and relevant booking information is updated. Make sure all the booking payments are clear and guest preferences are taken care of including room allocation, amenities and other special requirements
- Follow up on No-Shows and late cancelations and process charges appropriately
- Check bookings made yesterday from all channels and make sure all the profiles get updates and booking comments have been reviewed and actioned.
- Swift communication with Starwood Customer Contact Centres, SPG and CEM Teams to ensure a seamless guest experience
- Work closely with other members of the Reservations team, to generate incremental revenue via upselling, promoting hotel F&B Venues and other hotel services and amenities. Fluent in selling room packages and higher room type
- Close communication with relevant teams to ensure every guest has a smooth arrival experience. To share any special guest information, preferences and instructions within the Reservations Team as well as with other departments
- Assist reservation manager in inventory control by balancing inventory and managing overbooking
- To have extensive knowledge of all hotel services and facilities to be ready to answer questions from in-house and outside guests
- To ensure guest complaints are brought to the attention of the management
- Assist in managing group reservation when needed. Able to handle room block monitoring, rooming lists, reporting pick up, VIP and upgraded accommodations, client correspondence relating to reservations and other group reservation functions
- Additionally, you will be required to assist Front Office including guest services and service express job when needed

**What we are looking for**
- Previous experience in a Reservations Agent role in a 4 or 5 star hotel
- Knowledge of the Opera PMS system
- Exceptional attention to detail
- Excellent verbal and written communication skills and interpersonal skills
- Ability to multitask and work productively in a busy environment
- A creative flair
- Impeccable personal presentation
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._
- At AC Hotels, we believe attention to detail is the greatest form of generosity we can offer. Whether it’s the artful pour of a drink or the elegant line of a chaise, AC Hotels believes that if we have time to make it, we have time to make it beautiful. Our guests recognize and appreciate the edited beauty of AC Hotels. They feel connected to us through a shared concern for details. They enjoy feeling a part of our small, discrete, global tribe. In fact, the feeling of being among like-minded people is a significant part of the AC appeal.
- We’re looking for cultural innovators to join our team. If you are someone who has an inner creativity and love for art, design and culture, then we invite you to explore a career with AC Hotels.