Company Description
By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!
You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning,to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
Job Description
Handles all incoming reservations enquiries in a timely manner, taking particular care to up-sell and maximise revenue opportunities.
Provide passionate, knowledgeable and friendly service to external and internal guests at all times
Greet all guests that come into contact with the Reservations department in a friendly manner, ensuring that the guest name is used at all times
Maintain accuracy during the call & while inputting details on the call
Answer all telephone calls within three rings in a professional manner according to brand standard
Ensure familiarity with the reservations system, all tiers of the rate structure, occupancy and Property features to maximise occupancy at every opportunity
Ensure all guest details are fully updated on PMS system and maintain effective records
Action requirements as needed & confirm accordingly with the guest / booker
Adhere to set rates
Become & maintain fluency with the Accor Loyalty Programme
Maintain strong product knowledge – know all products and specials available at the Property and Properties in the surrounding Area
Read all communication material at the commencement of each shift




Ensure special requests are communicated to relevant Departments to ensure they actioned appropriately and in a timely manner
Communicate clearly with other Departments as necessary to ensure relevant information is passed on
Advise Sales Team of any relevant sales leads
Qualifications
Knowledge and Experience
Experience in a similar reservations environment, alternatively, customer service experience required, preferably in a Hotel environment.
Strong knowledge of computer systems including Microsoft Office.
Competent knowledge of OPERA Clouds PMS
Fluent orally & verbally in English, with other languages well regarded.
Experience delivering excellent customer service
Experience providing prompt and efficient service including upselling advantageous
Exemplary written and verbal communication skills
Well-presented with a natural ability to build rapport both in person and over the telephone
Ability to work under pressure, and think on your feet.
Service oriented with an eye for detail.
Multicultural awareness and able to work with people from diverse cultures.
Ability to work independently and demonstrated initiative in a dynamic setting.
Self-motivated and energetic, with positive and professional attitude
Ability to work a variety of shifts.
Strong focus and passion for hotel operations
Confident and articulate communication, negotiation, relationship and networking skills
Time management skills with the ability to multitask
Strong personal integrity
Entrepreneurial spirit with drive, ambition and high level of energy
Good interpersonal skills with ability to communicate with all levels of team members
Adaptable and able to embrace and respond effectively to change
Role model in Accor values and Heartist culture.
Additional Information
You are the reason why we are a successful Hotel company. We have an array of benefits to thank you for your wonderful work such as staff discount systems known as ALL Heartists, Annual Service Recognition, Tenure Recognition and Living on Site Provisions for remote locations.

📌 Fulltime Reservations Sales Agent - Grosvenor Hotel Adelaide
🏢 AccorHotel
📍 Adelaide