Cluster Reservations Agent

**Job Number** 22187964

**Job Category** Reservations

**Location** The Westin Melbourne, 205 Collins Street, Melbourne, Victoria, Australia

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**Come and join the team at The Westin Melbourne**

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests' well-being, and we're energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay.

The Westin Melbourne is looking for a **Reservations Agent **to join the team on a **Part-Time** basis.

**What we are looking for**
- Previous experience in a Reservations Agent role
- 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
- Impeccable personal presentation

**What you will do**

Reporting directly to the Assistant Reservations & Revenue Manager, we are looking for an experienced and dynamic Reservations Agent. 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

**Perks, Rewards, Motivations**
- Discounts on hotel rooms including all properties within the Marriott International group
- Discounts on food & beverage across all our hotels
- The best hotel training opportunities produced independently by The Westin Melbourne and internationally recognised training programs by Marriott International
- Recognition programs to keep you motivated
- Wellbeing & mindfulness programs to ensure you stay healthy
- 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 Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests' well-being, and we're energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you're someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around y