Reservations Agent

1 Atura Cct, Adelaide Airport SA 5950, Australia
Posted Wednesday 2 July 2025 at 2:30 pm
Thredbo is Australia's premier year-round alpine destination. Open 365 days a year, Thredbo is home to Australia's only alpine Gondola, Australia's highest lifted point, a picturesque European-style village, the country's biggest alpine events calendar and the Southern Hemisphere's only Alpine Coaster. In winter, Thredbo offers access to the country's best skiing & snowboarding and in summer, the mountain transforms into the ultimate hiking and biking destination.
Title:
Reservations Agent
Reports to:
Front Office Manager
Direct Reports:
Front Office
Function
Working in the communication hub of the resort 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 resort 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
Business transformation
Our Values
Empowerment: We make it happen
Possibilities: We evolve and innovate
Community: We make the connection
Key Accountabilities
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.
Compliant – you'll be above minimum age required and NSW Drivers Licence
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
Work, live and play in the mountains
Thredbo offers a wide range of roles to suit everyone plus plenty of opportunities to grow and build your career. Joining our team means you become a part of EVT, one of Australia and New Zealand's leading experience companies. Your time at Thredbo could easily lead to a lifelong career with possible opportunities across the EVT brands spanning Entertainment, Ventures and Travel.
The ultimate experience, working for Thredbo unlocks a mountain of adventures including skiing, snowboarding, hiking, mountain biking and more. By joining the community and living in the Snowy Mountains, you'll meet lots of like-minded people who love the outdoors as much as you do and make long-lasting memories while you're at it. Our team is diverse, dynamic and inclusive, so you're sure to find your people and be accepted for who you are here.
On top of scoring an awesome job and a once-in-a-lifetime experience, joining the Thredbo team comes with some serious perks In Thredbo, you'll receive a staff season pass, gym and pool access and lots of in-resort discounts, and through EVT, you'll also receive a wide range of discounts on hotel stays, cinemas, food and more.
Through our shared passion of the mountains, our team is committed to preserving, protecting, and prioritising our unique alpine environment. We take pride in our long list of environmental initiatives and embrace the opportunity to lead our industry and our community towards a more sustainable future, today. This includes Thredbo's Gold certification through EarthCheck three years running, a first for an Australian snow resort. EarthCheck is the world's leading environmental certification and benchmarking program for the travel and tourism industry. The recognition makes Thredbo a leader of sustainable tourism destinations worldwide certified to the internationally recognised EarthCheck Destination Standard.
If you're ready for your next adventure, apply now to join our team
Applications are being assessed as they are received so we recommend applying as quickly as possible to avoid missing out.
International applicants must be eligible to obtain their own visa with valid work rights in Australia. For information, please visit the Australian Department of Home Affairs website
1 Atura Cct, Adelaide Airport SA 5950, Australia
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