Awards-Winning Resort Australian Brand
Join a large and trusted Australian brand offering generous employee benefits, discounts on RACV products and 10 resorts, and the Silver Award Winner of 5-star Luxury Accommodation in the 2024 QLD Tourism Awards.
Great Things Start Here
Be part of a purpose-driven organisation creating meaningful travel and leisure experiences, useful home products and services, better outcomes for drivers, and a cleaner energy future.
At RACV Royal Pines Resort, a short drive from Surfers Paradise set on a championship golf course with spacious rooms and authentic culinary experiences, enjoy the best of tourism and have room to grow in a changing industry that's yours to shape. Be part of a supportive leisure team whose job it is to help people live their best lives — whether they're on holiday, visiting an attraction or treating loved ones to a special experience.
About the Opportunity
An exciting opportunity has arisen for a dedicated and customer-focused Reservations Agent to join our dynamic rooms division team. As the voice of RACV Royal Pines Resort, you will be the first point of contact, assisting guests with booking enquiries, reservations and in-house guest service requests.
This could be just the right role for you?
As a Reservations Agent, you will be pivotal in setting the tone for the guest journey, delivering exceptional customer service, and exceeding guest expectations. Your key responsibilities for the role include:
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* Interact with guests and groups on the phone, email and online booking systems, creating accommodation and restaurant reservations, IRD orders, housekeeping requests and enquiries
* Provide premium guest services and maintain an up-to-date knowledge on resort services, promotions, availability, pricing and policies
* Assist guests to confirm and process reservations, complete pre-arrival checks, follow up late arrivals, changes or cancellations, monitor room blockings, report pick up, VIP & upgrades
* Tailor the guest experience to generate revenue through upselling, cross selling, repeat business and promoting inhouse services
* Maintain accurate records and booking systems including PMS Opera, Micros and SevenRooms
* Collaborate with the front office team and other departments, including housekeeping, kitchen and food & beverage to communicate guest needs and ensure special requests are met in a timely and efficient manner
* Provide guests with attentive service, promptly and professionally resolving any issues that arise
What you'll need to be successful
Full availability and flexibility are essential to work various shifts between 6am-12am, on a weekly rotating roster, inclusive of evenings, weekends & public holidays.
Previous experience in front office, reservations or customer service role in a 4-5 star hotel/resort environment.
Excellent communication and interpersonal skills with a professional phone manner.
Proficient administration skills in software programs such as MS Office, with PMS Opera desirable.
Be proactive in a fast-paced environment and prioritise the workload to handle multiple tasks & enquiries simultaneously.
Excellent time management, attention to detail and ability to problem solve.
Demonstrate a positive attitude, work well in a team environment and are committed to providing guests with exceptional service.
Excellent personal presentation.
We are Offering
Possibility of full-time work after probation.
Permanent Part-time 20-38 hours / 3-5 shifts week.
Industry benchmarked competitive salary + penalties for evenings, weekends & public holidays.
Generous employee discounts on RACV products & resorts, such as insurance, basic roadside assistance, accommodation, dining, gym, golf + more.
Healthy team culture + employee of the month awards & recognition.
Uniform.
Complimentary parking onsite.
The RACV difference
Be part of a team who cares. Back your ambition and find a new career with RACV.
Application process
You can learn more about the RACV at careers.racv.com.au
Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.
At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.
Submit your CV via the link below.