Mantra on Salt Beach is located in Kingscliff just south of the Gold Coast / Northern New South Wales border. This property offers comfortable hotel, one and two bedroom spa suites with full service kitchens and private balconies to enjoy the serenity of surrounding bushland and ocean views. With a generous lagoon style pool, tennis courts, games room, large meetings and events spaces and the choice of two food and beverage offerings, Surge Bar & Restaurant and Seasons Restaurant it is a location and property that attracts a wide range of traveller. During your down time, head 20 minutes north to the Gold Coast or a quick drive south will see you in Byron Bay!
Purpose
As a Group Reservations Agent, you play a crucial role in assisting clientele to deliver the highest level of guest service and a memorable seamless stay. Think of yourself as the go-to expert for Groups; including allotment, room availability, contract conditions, producing Rooming Lists and action plans for our Groups and VIP Groups. You will also act as a point of contact for Organisers regarding availability, cancellation and terms, and special requests. As part of the Reservations team you will also support FIT bookings, quoting available rates to maximise room revenue and be responsible for offering excellent customer service.
Primary Responsibilities
- Assisting with Group enquiries, direct Accommodation and Conference & Event Groups
- Providing guests with accurate information on room availability, rates, and special offers
- Be the main point of contact for Group accommodation with clientele, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
- Allocate rooms based on guest preferences and meeting strata regulations, check availability and business demands, ensuring a comfortable and enjoyable stay
- Safely and securely handle payment transactions, verifying billing details for accuracy
- Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
- Maintain meticulous records to monitor room availability and ensure smooth check-ins and check-outs
- Able to effectively reconcile accounts
- Assist in resolving guest complaints or issues related to reservations, billing, or room assignments
Skills and Experience
- Previous experience in a similar role in the hospitality industry is preferred
- Proven ability to provide exceptional customer service, including a professional phone manner and the ability to establish strong client rapport
- In-depth understanding of hotel features, amenities, room information, and surrounding area attractions to effectively address guest inquiries and provide recommendations
- Competency in fast and accurate data entry, with experience in relevant systems like Sihot CRS, CISCO phone systems, and Microsoft Office Suite (Word, Excel, Outlook)
- Demonstrated ability to resolve guest issues efficiently and effectively, ensuring high levels of satisfaction
- Well-developed written and verbal communication skills to handle guest inquiries professionally and convey information clearly
Accor Benefits
