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Form of workAbout us
The Executive, The Gateway and The Anchorage Hotel & Spa are owned by The Wests Group Australia, a Newcastle owned and operated (not-for-profit) membership-based organisation. The Wests Group Australia is a major employer in the Newcastle, Port Stephens and Lake Macquarie regions. Employing close to 1000 people, Wests operates a multi-site portfolio of entertainment and hospitality venues comprising of registered clubs, hotels, conference and fitness facilities as well as the Newcastle Knights.
We value our staff, which is why we recognise and reward your hard work with our AMAZING staff benefits. Being an employee of The Wests Group will give you access to the following perks and benefits:
- Paid Parental Leave including 12 months of maintained superannuation
- 5 days Wellbeing Leave - proactively manage your wellbeing
- Flexible work option
- 17.5% annual leave loading
- Paid traineeships and leadership development courses
- 40% off club meals while on a rostered shift
- $25 per month for an all-access Balance Collective membership (access to all clubs, Mayfield aquatics, group fitness, yoga, pilates and unlimited creche). As an added bonus, this offer extends out to your partner as well!
- Discount accommodation rates at The Executive, The Gateway and The Anchorage Hotel & Spa
- Discounted nib Health Insurance
- 24/7 Employee Assistance Programs
- Free annual flu vaccinations
About the position
We are seeking an enthusiastic and customer-oriented Reservations Coordinator to join our hotel operations team. Based in The Executive Inn at New Lambton, this Full-Time position is critical to providing an outstanding first impression to our potential guests. Key accountabilities include:
- High level of attention to detail, expansive product and system knowledge.
- Maximise revenue by upselling and converting new enquiries.
- Anticipate and exceed our guests' needs and expectations.
- Work in collaboration with all departments to ensure seamless and smooth guest experiences.
- Confidently respond to queries regarding property facilities/services, availability of room type and rate.
- Explain guarantee, special rate, and cancellation policies to callers.
- Accommodate and document special requests.
- Accurately input and access data in reservation system.
This Full Time position is primarily Monday to Friday, with occasional weekend coverage required during peak periods.
Certifications required: RSA
About you
This key position is the first point of call for our guest experience and requires a guest centric individual with exceptional customer service skills. Our ideal candidate will have:
- Demonstrated experience in a 5 Star Hotel or resort environment.
- Professional phone manor, excellent attention to detail and strong administration skills.
- Sense of urgency, ensuring all reservation enquiries are handled efficiently, professionally and in an engaging manner.
- Strong organisational skills and ability to prioritise workload.
- Ability to upsell Hotel and Spa services to maximise revenue.
- Resilience with the ability to work in a fast-paced work environment.
- A genuine passion for hospitality and providing exceptional guest experiences.
We welcome candidates from diverse backgrounds to create a work environment where employee differences such as gender, age, culture, disability, sexual orientation and education are valued to reflect the diversity of the communities in which we operate. Aboriginal and Torres Strait Islander peoples are encouraged to apply.
