Responsibilities

- Respond promptly and professionally to all reservation enquiries via phone, email and online channels, delivering a seamless and personalised booking experience
- Manage all reservations with the highest level of accuracy and attention to detail, including group bookings, no‑shows and gift certificate requests
- Engage in upselling by presenting luxury upgrades, exclusive packages and personalised services that reflect the hotel's 5‑star positioning and drive revenue
- Anticipate and personalise each guest's reservation experience, ensuring every special request – from room preferences to bespoke services – is meticulously handled
- Maintain and update reservation systems with accuracy, ensuring data integrity and compliance with brand standards
- Liaise with Front Office, Housekeeping, Sales and Finance to ensure a smooth guest experience and effective reservation management
- Promptly escalation and assistance with the resolution of billing discrepancies and payment‑related queries

Qualifications

- Previous experience in reservations, front office or guest services, ideally within a luxury or 5‑star hotel environment
- Exceptional verbal and written communication skills with a warm, qualified phone manner




- Strong attention to detail and a commitment to accuracy in every booking
- Confidence in upselling and a genuine drive to support revenue targets
- Familiarity with hotel reservation systems (e.g. Opera Cloud) highly regarded
- Ability to manage multiple tasks in an organised and efficient manner
- A luxury attitude – humble excellence, elevated emotional intelligence and a distinguished presence – with pride and passion for the Sofitel brand

Benefits

- A chef‑prepared meal complimentary on every shift
- Laundered uniforms to keep you looking and feeling your best
- A complimentary Sofitel stay experience each year, to celebrate your work anniversary
- Global discounts across Accor hotels, restaurants, and experiences
- An additional paid day off during your birthday month
- Personalised reward programme curated to suit your lifestyle
- Discounted onsite parking, secure bike storage and convenient access to public transport
- Walking distance to Broadbeach's best dining, shopping and coastline
- Leadership invested in your development, coaching and long‑term career
- A global brand setting standards for French luxury hospitality

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📌 Reservations Agent (City of Gold Coast)
🏢 Sofitel
📍 City of Gold Coast