Reservations Agent - Full Time

About the role

The William Inglis Hotel, part of the MGallery Collection within Accor, is looking for a full-time Reservations Agent. As one of the first points of contact for guests, you will handle enquiries from the first inquiry through to confirming the stay, personalising bookings and helping maximise revenue.

Key responsibilities

• Handle incoming reservation enquiries by phone and email with warm, professional and personalised service.
• Build genuine connections with guests, recommend options and identify upselling opportunities.
• Create and maintain reservations and guest profiles accurately in Opera Cloud, including preferences, special requests and booking details.
• Keep strong knowledge of rooms, rates, packages, promotions, hotel facilities and the local area.
• Monitor the hotel's general inbox, transfer enquiries to the right departments and follow up.
• Share guest requests and important information across departments and with Front Office and Sales teams, passing on relevant sales leads.
• Keep rates, availability and booking information accurate and in line with hotel guidelines.
• Stay up to date with hotel communications, promotions and the Accor Live Limitless (ALL) loyalty programme.

Required profile

• Ideally previous experience in hotel reservations, Front Office, customer service or a similar guest-facing role; luxury or premium hotel experience highly regarded.
• A genuine passion for hospitality and a natural ability to connect with people.
• Strong communication skills, attention to detail and accuracy.
• Confident, personable approach to sales and upselling.
• Ability to learn quickly and communicate rooms, rates, packages and promotions.
• Advantageous: additional languages, computer skills, and flexibility for a rotating roster including Saturdays and some public holidays.
• Full working rights in Australia; sponsorship is not available.

Required skills

• Experience with Opera Cloud or a similar PMS
• Strong computer skills

What we offer

• Career development and opportunities across Accor
• Global Heartist discounts on accommodation and dining
• Complimentary car parking and discounted barista coffee
• A supportive, inclusive and active team culture