Job Description

As a Reservations Agent, you’ll be one of the first points of contact for many of our guests. From the first enquiry through to confirming their stay, you’ll create a warm, personalised booking experience while confidently finding opportunities to enhance the guest experience and maximise revenue.

What you'll be doing

- Manage all incoming reservation enquiries across phone and email, providing warm, professional and personalised service.
- Build genuine connections with guests, offering knowledgeable recommendations and identifying opportunities to upsell and maximise revenue.
- Accurately create and maintain reservations and guest profiles in Opera Cloud, including preferences, special requests and booking details.
- Maintain strong knowledge of our rooms, rates, packages, promotions, hotel facilities and local area.
- Monitor the hotel’s general inbox,



actioning and transferring enquiries to the appropriate departments while ensuring exceptional service, communication and follow-through.
- Communicate guest requests and important information clearly across departments to ensure a seamless guest journey.
- Work closely with Front Office, Sales and other hotel teams, identifying and communicating relevant sales leads.
- Ensure rates, availability and booking information are accurate and in line with hotel guidelines.
- Stay up to date with hotel communications, promotions and the Accor Live Limitless (ALL) loyalty programme.
- Bring the Accor values and Heartist principles to life through every interaction, while supporting a positive and team-oriented team environment.

📌 Reservations Agent - Full Time (Sydney)
🏢 M GALLERY
📍 Sydney