Reservations Agent

About the role

As a Reservations Agent at Mercure Melbourne Doncaster, you will be the first point of contact for guests seeking accommodation. You will ensure a smooth booking experience while supporting revenue goals and delivering the brand’s high standards of hospitality.

Key responsibilities

• Handle all incoming reservation enquiries with professionalism and care.
• Upsell room types and packages to maximise occupancy and revenue.
• Answer phone calls within three rings, providing a warm and knowledgeable voice.
• Maintain accurate booking records and update guest profiles in the Property Management System (PMS).
• Confirm guest requests and communicate special preferences to relevant departments.
• Stay current with rates, promotions, and the Accor Live Limitless loyalty program.
• Coordinate with Sales, Front Office, and other teams to ensure a seamless guest journey.
• Assist with group bookings, prepare quotes, and support front‑office operations as needed.
• Perform daily administrative tasks to keep operations running smoothly.

Required profile

• Passion for hospitality and a genuine desire to exceed guest expectations.
• Strong communication and organisational abilities.
• Team‑player attitude with a proactive approach and attention to detail.
• Australian working rights (no visa sponsorship).

Required skills

• Knowledge of a Property Management System (PMS).

What we offer

• Ongoing career and professional development opportunities.
• A rewarding work environment within a vibrant, forward‑thinking hotel.
• Global discounts on hotel accommodation, food, and beverage.