Group Reservations Agent - MICE
Accor – Novotel Surfers Paradise – Surfers Paradise, Queensland, Australia
Accor is seeking an experienced Group Reservations Agent – MICE to manage all group bookings, coordination with travel agents, and delivering excellent service to guests.
The role involves a wide range of responsibilities, including reservation processing, sales handling, and internal coordination with departments.
Responsibilities
Effectively and accurately process all group reservations and communications related to new or existing reservations through phone, email, and other hotel communication platforms, following hotel reservations policy.
Greet all guests that interact with the Reservations department in a friendly and courteous manner.
Answer all telephone calls within three rings in a professional manner according to brand standard.
Set up groups and guest accounts accurately and ensure all details are fully updated on PMS system.
Sales-manage all group bookings of 10 rooms or more, including those requiring minimal catering.
Manage PCO group blocks – inventory, payment and group setup.
Coordinate catering requirements with C&E and hand over to Sales as required.
Respond to group inquiries via fax, email, online or phone within a reasonable timeframe (24 hrs) and place confirmations promptly.
Handle royalty, vouchers and other pre-payment matters and address follow-up on group reservations.
Prepare group information sheets and brief relevant departments before the group's arrival.
Manage hotel inventory in relation to group reservations and monitor potential wash of business.
Produce group wash, business turndown reports and 3-month Group Forecasts as requested by Reservations or Revenue Manager.
Maintain accurate filing and documentation for all group reservations, including one comprehensive folder per group and the group checklist.
Input reservations and data for the next 12 months within 48 hrs of receipt.
Enter and track group and conference blocks in the system.
Seek direction from Reservations or Revenue Manager to accept/decline group room requests and confirm rates.
Identify over-booking situations early and collaborate with Front Office and Reservations to mitigate them.
Liaise with travel agents to ensure rooming lists and confirmations are received on time.
Manage cancellations, pick-up and release dates; ensure released room charges are communicated and processed.
Resolve group billing issues, account disputes and liaise with Assistant Managers on enquiries.
Handle guest complaints and enquiries professionally and keep Reservations Manager / Revenue Manager informed.
Maintain internal communication lines for special requests and reservation-related matters with all departments.
Ensure VIP and complimentary room night procedures are adhered to.
Maintain strict security procedures with credit transactions, accounting procedures and client/guest/staff confidentiality/privacy.
Promote loyalty program sign-ups, VIP recognition and cross-sell Accor Loyalty benefits.
Support the team with other reservations duties, including entry of reservations and assistance with other booking types.
Assist with floor-level duties such as assisting check-in/check-out during peak periods and preventing, mitigating or resolving any front-office or reservation issues that may arise.
Follow property procedures for grooming, performance, safety, and all relevant policy manuals.
Perform any additional duties assigned by the Department Manager or Supervisor.
Qualifications
Strong reservations experience, preferably with a hotel system.
Front Office/Guest Services experience.
Experience in a 200+ room hotel in a similar role is desirable.
Outstanding attention to detail.
Benefits
Free staff duty meal during shift.
Generous Accor perks including discounted accommodation and restaurant stays.
Ongoing career and professional development opportunities.
A rewarding work environment.
Global discounts on hotel accommodation and food & beverage.
Collaborative, vibrant culture.
Professional development opportunities.
Reward and recognition program.
What's in it for you?
Join a brand that values teamwork, growth and hospitality excellence.
Apply now to become part of a dynamic group that supports your career and personal well-being.
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