Reservations Support
At Holiday Rental Specialists we are leaders in short-term holiday accommodation across the Southern Highlands, NSW and we are rapidly expanding. We pride ourselves on providing exceptional guest experiences, strong property management partnerships, and a high-performing, supportive team culture.
We're on a mission to grow our direct booking channels and strengthen guest loyalty and we're looking for an experienced, customer-focused Reservations Support Agentto help us make it happen.
About the Role
As a Reservations Agent, you'll be the first point of contact for guests converting enquiries into confirmed bookings with professionalism, accuracy, and genuine care.
You'll manage the full reservation journey from first contact to completed booking, ensuring every interaction reflects our high service standards.
Your focus will be on:
* Responding quickly and warmly to guest enquiries across phone, email, chat, and OTA platforms.
* Recommending the perfect property match based on guest needs.
* Driving conversion through confident communication and commercial thinking.
* Maintaining data accuracy in our booking systems.
* Collaborating closely with our Guest Experience and Operations teams to ensure smooth handovers and happy guests.
What You'll Do
* Handle all guest enquiries promptly and professionally across multiple channels.
* Convert enquiries to confirmed bookings, overcoming objections and guiding guests confidently.
* Maintain expert knowledge of all properties, amenities, and booking policies.
* Manage OTA messages (Airbnb,, Stayz, Expedia) with speed and accuracy.
* Input bookings and updates into PMS and OTA platforms with zero errors.
* Work collaboratively with internal teams to ensure seamless guest experiences.
* Resolve pre-booking issues, special requests, and amendments with empathy and efficiency.
What You'll Bring
Essential Experience:
* 2+ years' experience in reservations, hospitality, travel, or customer service.
* Proven success in sales or conversion-driven roles.
* Strong working knowledge of OTA platforms (Airbnb,, Stayz, Expedia).
* Excellent written and verbal communication skills.
* Demonstrated attention to detail and ability to multitask in a fast-paced environment.
Key Strengths:
* Customer-focused and solutions-oriented.
* Persuasive, confident, and commercially minded.
* Organised, reliable, and calm under pressure.
* A quick learner with excellent product knowledge retention.
* Comfortable working independently in a remote setup.
Why Join Us
* Be part of a friendly, passionate team that values quality and guest satisfaction.
* Opportunities for career growth in a fast-evolving industry.
* Remote and flexible working arrangements.
* Rewarding, dynamic role where your impact is measurable, through bookings, revenue, and guest delight.
How to Apply
If you're a customer service professional who thrives in a fast-paced, guest-centric environment and you love turning enquiries into exceptional stays, we'd love to hear from you.