Group Reservations Agent

Mantra & The Sebel Twin Towns Hotel & Apartments are two properties that sit side by side on the Gold Coast / Northern NSW border overlooking the beautiful Coolangatta Beach. The properties offer a range of hotel style rooms as well as one, two and three bedroom apartments and pools for guests to enjoy. In your downtime, experience the laid-back lifestyle of the Southern Gold Coast and Tweed Heads region by heading down to the beach, or visiting one of the many pubs, clubs, or restaurants along the foreshore and surrounds.

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

• ALL Heartist Membership – Take advantage of discounts on accommodation and food & beverage worldwide!
• Family & Friends Discounts – Available on a range of accommodation, services and events for those who mean the most to you
• Accor Live Limitless (ALL) Loyalty Program – Earn status & reward points on your worldwide stays
• Learn Your Way – Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy
• Build Your Network – With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide
• Worldwide Opportunities – We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career
• https://careers.accor.com/global/en/job/group-reservations-agent-in-coolangatta-au-jid-82817