Join our passionate team at Stamford Hotels & Resorts, where luxury meets exceptional guest service. We are seeking an enthusiastic and detail-oriented Reservations Agent to deliver outstanding service and ensure every guest's stay begins seamlessly from the moment they book.
* Permanent full time position
* Melbourne CDB location
About Stamford Hotels and Resorts
Stamford Hotels and Resorts, a part of the Stamford Group, manages the Group's portfolio of luxury premium hotels located in Australia.
The hotel portfolio consists of nearly 1800 rooms and over 1000 employees. In addition to the hotels, the Stamford Group owns a portfolio of premium commercial office properties internationally and is involved in the development of high-end luxury residential units in Australia.
At Stamford Hotels and Resorts, we understand that our people are our greatest asset. We strive to retain, develop and reward passionate and success-orientated professionals at all levels. In our pursuit for excellence, we encourage entrepreneurial thinking, challenge the status quo and inculcate a sense of ownership while fostering an environment of transparency, collaboration, respect and integrity among our employees, business partners and the larger community.
About the role
As a Reservations Agent, you'll be the first point of contact for guests, managing room reservations, responding to enquiries, and ensuring accurate and efficient booking processes.
You'll collaborate closely with the Front Office and Sales teams to maximise occupancy and revenue while maintaining our high service standards.
Situated in our contact centre located at the Stamford Plaza Melbourne, you'll serve as the first line of inquiry for room reservations.
Key Responsibilities
* Handle phone, email, and online booking enquiries professionally and promptly
* Process individual and group reservations accurately
* Liaise with internal departments to ensure smooth guest arrivals and special requests are met
* Upsell room types and packages to enhance guest experiences
* Maintain guest records and ensure data accuracy in all systems
* Support daily and monthly reporting requirements
* Oversee and support room inquiries, reservations, confirmations, cancellations and operating yield management to ensure highest rates and occupancy are achieved
* Proactively convert inquiries into contracted business
* Meet or exceed required individual, team or organisational qualitative and quantitative performance standards
* Build rapport with both new guests and regular guests by maximising the use of the guests history
About you
* Minimum of 2 years proven experience in hotel reservations or front office operations, with supervisory experience.
* Familiarity with property management systems (Opera desirable).
* Excellent communication and problem-solving abilities.
* Ability to multitask and remain calm under pressure.
* Detail-oriented with strong organizational and time management skills.
* Fluent English, verbally & written
* Experience providing prompt and efficient service including upselling skills is advantageous
* Availability to work across a variety of shifts, including weekends and public holidays
* Have the legal requirements to live and work unrestricted in Australia
Culture and Benefits
At Stamford Plaza Melbourne, we pride ourselves on creating a warm, inclusive, and dynamic work environment. We're passionate about hospitality and believe in going above and beyond for both our guests and our team members.
As part of our team, you'll be surrounded by people who care, support one another, and celebrate success together.
We promote open communication, continuous learning, and strong collaboration across all departments. We're committed to developing our people and providing opportunities for growth and progression within the company.
* Supplied meals during allocated rostered shifts
* Career growth opportunities
How to Apply
If you have the experience, we'll give you the opportunity.
Please submit a cover letter and resume. We thank you in advance for taking the time to apply for our exclusive role, please note that only shortlisted candidates will be contacted for an interview.
No recruitment agencies please.
Stamford Hotels and Resorts is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.
We are committed to non-discrimination on any protected basis, covered under applicable law. Please kindly note we will be conducting interviews concurrently with the live ad.
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