Novotel Surfers Paradise is a family friendly hotel located in the heart of Surfers Paradise. With 408 rooms, including 2 penthouses, the hotel offers a range of amenities for guests to enjoy during their stay. In-room dining is available for those who prefer to dine in the comfort of their own room, while the Blvd Cafe and Bar, Pool Bar and Buffet Breakfast Restaurant provide a variety of dining options. Guests can take a dip in the pool, relax in the spa, or play a game of basketball or tennis on the hotel's court. The hotel also offers 6 conferencing rooms for business or event needs.
We are seeking a highly motivated and customer-focused individual to join our team as an Inbound Hotel Reservations Agent. The successful candidate will report into our Reservations Supervisor and be responsible for handling inbound calls and emails from guests, providing information about the hotel and its services, and processing reservations.
Key Responsibilities:
- Respond to inbound calls and emails from guests in a timely and professional manner
- Convert enquiries into bookings utilising your ability to engage and instantly build rapport with people
- Keep up to date with and proactively promote & upsell Hotel services and Accor promotions to guests
- Processing reservations, including taking payment and providing confirmation details
- Assist guests with any questions or concerns they may have
- Ensure that all reservations are entered accurately into the hotel's PMS
- Your working hours will be between 8am - 6pm, five days per week, including weekends and public holidays as per business demands
- Ability to work well under pressure and handle a high volume of calls and emails
- Experience in a similar role in a large Hotel environment
- Experienced with reservations systems, ideally Opera or similar
- Strong customer service skills with a sales focus and the ability to up-sell the hotel features
- Effective communication skills both written and verbal
- Must have a positive attitude and be a team player
- International Accor Restaurant, Accommodation and Spa treatment discounts
- Free colleague meals during shifts
- Paid birthday leave
- Employee Assistance Program
- Quarterly colleague awards
- Monthly birthday and anniversaries celebrations
- Refer a friend incentive
- Training and career development opportunities
- Work in a beautiful beach side award winning resort
- Uniform provided and parking available on site
Aboriginal & Torres Strait Islander people are strongly encouraged to apply.