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
At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.
Everyone has a story and we want to learn yours. We invite you to APPLY NOW.
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