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Form of workAn exciting opportunity exists for an Service One Agent, working in our Service One (Guest Service) Department. You will have the opportunity to work with leaders of our industry within a five-star, luxury hotel offering opportunities galore!
Your Responsibilities:
- Provide efficient and professional service to all guests
- Maintain a positive selling approach to maximise yield in both occupancy and rates
- Maintain a thorough knowledge of all hotel facilities and promotions
- Handling all calls promptly and professionally, greeting all callers according to Emporium Hotels policy and managing all enquiries and bookings as required;
- Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
- Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
- Attend to guest complaints, enquiries and requests, refer problems to appropriate Manager
- Where required, transferring relevant calls to internal departments, announcing calls where possible and responding to requests quickly and efficiently;
- Handling all reservations for both Accommodation and Food & Beverage Outlets and entering reservations details into hotel booking systems as required;
- Coordinating all In-Suite Dining orders, ensuring the orders are entered in the hotel Bepoz systems and liaising with the In-Suite Dining Team to ensure accuracy of orders and guest requests;
- Ensuring all reservations are handled promptly and recorded accurately
Success Factors:
- Experience in a hotel reservations environment
- Thorough knowledge & experience using Opera Cloud PMS
- Ability to work a rotating 7-day shift roster each week between 6am-10pm.
- Previous exposure to a variety of reservations channels (eg. GDS, OTA’s)
- Reservations & Switchboard operation experience preferred
- Excellent communication skills (both written & verbal)
- Amazing attention to detail and experience in a fast-paced environment
- Passion for delivering superior service
- High level computer knowledge
- Eligible to work in Australia
We look forward to receiving your application.
