Casual Reservations Agent

About the role

The Front Office team at Novotel Cairns Oasis Resort, a tropical resort in Cairns, is looking for a Casual Reservations Agent. The agent acts as the friendly, knowledgeable voice of the resort, helping guests with accommodation enquiries, turning them into bookings and handling each reservation carefully. The role sits on a flexible casual roster and is described as a pathway to duty management shifts.

Key responsibilities

• Handle incoming reservation enquiries by phone and email professionally and warmly
• Convert enquiries into confirmed bookings using effective communication and sales techniques
• Give accurate information on accommodation, resort facilities, packages and experiences
• Identify opportunities to upsell and enhance the guest stay
• Maintain accurate guest details, reservations and booking information
• Help guests with queries and provide solutions that give positive outcomes
• Monitor availability, rates and booking opportunities to support revenue performance
• Work with Front Office, Sales and other hotel teams to deliver a seamless guest journey

Required profile

• Previous experience in hotel reservations or a similar hospitality role
• Strong understanding of guest service and the accommodation booking process
• Confident communication skills and a genuine interest in connecting with guests
• Attention to detail and the ability to manage several priorities
• Proactive approach to spotting sales opportunities
• Ability to work independently while fitting into a team
• Flexibility to work casual shifts across the week, including weekends and public holidays as required

Required skills

• Experience using Opera Cloud (an advantage)
• Knowledge of the accommodation booking process

What we offer

• Training and development opportunities through LearnYourWay, a modern training platform
• Recognition of service anniversaries and Accor Tenure Milestones
• Global accommodation and food and beverage discounts