Reservations Agent

JOB TITLE: Bookings Officer

JOB TYPE: Leave replacement contract until 28/02/2026 | Potential for Ongoing

HOURS: 25 hours per week | Monday – Friday | 10 am – 3 pm

LOCATION: The Q Train – Hybrid WFH available

REPORTS TO: Administration Manager

Reservations & Customer Support

• Manage a busy flow of reservations via phone, email, OTAs, and our booking platform — with accuracy and care.
• Respond to guest questions warmly and clearly, guiding them through options and making sure they feel supported from first contact to booking confirmation.
• Handle changes, cancellations, payments, and gift vouchers in line with our policies.
• Keep your cool and stay professional, even when the day gets busy.

Guest Experience & Communication

• Make every interaction friendly, welcoming, and inclusive, reflecting The Q Train's positive vibe.
• Listen carefully to guests' needs and pass along important details to ensure seamless service from start to finish.
• Utilise your top-notch communication skills—both written and verbal—to craft a memorable guest experience.
• Always strive to exceed expectations, making each guest feel valued and cared for.

Operations & Administration

• Spot potential issues early, like double bookings or low attendance, before they become problems.
• Share your ideas to improve our reservation process and make our guests' experience even better.
• Keep our FareHarbor records accurate and up-to-date, adapting to any system or process updates.

What Your Day Might Look Like

• Answering calls and emails, helping guests book, and sharing transport information.
• Using FareHarbor and Xero to process bookings, payments, and changes, and preparing reports.
• Collaborating with the Kitchen and Front of House teams to ensure guest requests are fulfilled smoothly.
• Maintaining reservation data to ensure everything runs smoothly.
• Resolving guest concerns quickly and gathering feedback to improve their experience.
• Assisting with admin tasks as needed; no day is the same

Skills & Experience

What You Bring:

• Previous experience in reservations, bookings, or customer service (hospitality or tourism experience is a bonus).
• Familiarity with booking platforms like FareHarbor is highly regarded.

Your Strengths:

• Bright, friendly, and enthusiastic personality with a genuine love for helping others.
• Confident, clear, and warm phone manner.
• Organised, detail-oriented, and proactive.
• Comfortable using Microsoft Office (especially Outlook).
• Passionate about delivering top-tier customer service and creating positive experiences.