Reservations Agent

1 week ago

Melbourne, Victoria, Australia The Hotel Windsor Full time $60,000 - $80,000 per year

About Us

The Hotel Windsor is an iconic Australian hotel embodying the architecture and elegance of a European style 'Grand Hotel', situated on Spring Street and located at the 'Paris' end of Melbourne.

Our group boasts a collection of world-class hospitality venues including Aru, Kudo, Antara and Saadi, each offering unique experiences for our valued guests. At the heart of our success is a passion for exceptional service and a commitment to excellence in all that we do. We are driven by a deep appreciation for the art of hospitality, and our mission is to create unforgettable experiences that exceed guest expectations, constantly striving to innovate and evolve to meet their ever-changing needs.

We welcome positive, passionate, honest and hardworking individuals into our team and commit ourselves to the highest professional standards. We support integrity and initiative and we strive to give opportunities for personal and professional development in a supportive environment.

The Opportunity

Reporting to the Director of Revenue & Reservations, you will be the first point of contact for our guests, assisting in crafting a seamless guest experience throughout the hotel during their stay with us. You will be responsible for entering bookings in the reservations systems and databases, implementing strategies to maximise revenue, and collaborating with other hotel departments, all while fostering a positive work culture within your team.

This is a full-time position, roster is predominantly Tuesday - Saturday from 9am to 5pm, and based in our offices at The Hotel Windsor.

Your day-to-day:

  • Respond to guest inquiries via phone and email, assisting with reservations and providing information on accommodation options, rates and amenities;
  • Use reservation software to process bookings, payments, cancellations and modifications, and prepare accurate arrival reports;
  • Coordinate with various departments, such as housekeeping and maintenance, to fulfill guest requests, ensuring optimal room availability and smooth operations;
  • Maintain accuracy in reservations systems and databases, such as OPERA Cloud, TravelClick, and OTA extranets;
  • Handle customer complaints and resolve issues in a timely manner, soliciting guest feedback to enhance overall satisfaction;
  • Assist with administrative tasks as needed.

Our desired candidate will have:

  • A vibrant, friendly and enthusiastic personality;
  • Previous experience in a reservations position, preferably within a hotel environment;
  • Superior communication and interpersonal skills, both written and verbal;
  • Excellent time management and planning skills, with a strong attention to detail;
  • A proactive mindset with the ability to work autonomously in a high-pressure environment;
  • A passion for delivering exceptional service while continuously seeking opportunities to improve processes, optimise guest satisfaction, and drive profitability;
  • Flexibility to work weekends and public holidays as required;
  • Previous experience using OPERA Cloud, TravelClick and similar booking platforms will be highly regarded.

Please note, you must have full and permanent working rights in Australia to apply. Only short-listed candidates will be contacted for this role.

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