Rydges Sydney Airport

Title:
Reservations Agent 

Reports to:
  Reservations Manager

Function
Working in the communication hub of the hotel, you will be the first port of call for all guest phone and digital enquiries and queries. Seamless service is the main communication point for the hotel and responsible for providing and co-ordinating quick response to requests and inquiries. From restaurant bookings to reservations, housekeeping requests to room service orders. Your knowledge and expertise of the hotel will shine through to provide a great guest experience. 

Our
Vision
is being leaders in creating experiences and properties that escape the ordinary. 

Our
Purpose
is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our
Vision
and
Purpose
by delivering on our goals and values. 

Our Goals

• Growing revenue above market
• Maximise assets
• Business transformation

Our Values
 

• Empowerment: We make it happen
• Possibilities: We evolve and innovate
• Community: We make the connection

Key Accountabilities
Your day-to-day 

• Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, e- mail, messages, and how to interpret availability sources within the reservation systems
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Stay one step ahead of guests' needs – record and act on their preferences, and handle their messages, requests, questions and concerns
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
• Jump into other ad-hoc duties when your colleagues need your help
• Log all guest complaints into duty logs, guest profile notes and ensure that management are aware of any existing or potential guest issues
• Complete check-in and check-out guests from Property Management System Opera through the telephone.
• Effectively manage FIT and group reservations, manage waitlist and "no show' reservations.
• Effectively update PMS with any special requirements, early departures, extensions etc.
• Focus on maintaining a high level of accuracy in both hotel reservations and guest requests. From restaurant bookings, guest amenity requests, room service orders and everything in between effective communication and attention to detail are paramount
• Improve profile management by consistently monitoring and merging individual and company profiles for accurate statistical data and guest recognition
• Maintain knowledge of special rates/ offers/ promotions
• Communicate effectively and maintain key interdepartmental relationships
• In depth software knowledge including but not limited to Property Management System (Opera) and other systems
• Regularly communicate with hotel team to build and maintain key relationships

What we need from you

• Experience in a similar customer service role. Ideally working within a hotel or resort setting.
• Communication skills – guests will need to come to you with concerns as well as compliments, so you'll be easy to talk to
• Fluency in English – extra language skills would be great, but not essential
• Strong organisational skills, work within deadlines and prioritise effectively
• Literate and tech-savvy - you'll need a good grasp of reading, writing, basic maths and computers
• Your problem solving skills will turn issues into opportunities so every guests leaves with great memories
• Ability to work in a fast-paced environment and prioritise workload
• Look smart – wear your uniform with pride and adhere to personal grooming and hygiene standards
• Flexibility – night, weekend and holiday shifts are all part of the job