Reservations Agent

About the role

Join the Sofitel Gold Coast Broadbeach team as a Reservations Agent, delivering a seamless and personalised booking experience for our luxury guests. You will be the first point of contact for reservation enquiries and play a key role in maintaining the hotel’s 5‑star reputation.

Key responsibilities

• Respond promptly and professionally to reservation enquiries via phone, email and online channels.
• Manage all bookings—including individual, group, no‑show, and gift‑certificate requests—with meticulous accuracy.
• Upsell luxury upgrades, exclusive packages and personalised services to drive revenue.
• Anticipate and personalise each guest’s reservation, handling special requests and bespoke services.
• Maintain and update the reservation system, ensuring data integrity and compliance with brand standards.
• Liaise with Front Office, Housekeeping, Sales and Finance to guarantee a smooth guest experience.
• Escalate and assist with billing discrepancies and payment‑related queries.

Required profile

• Previous experience in reservations, front office or guest services, preferably in a luxury or 5‑star hotel.
• Exceptional verbal and written communication with a warm, professional phone manner.
• Strong attention to detail and a commitment to accuracy.
• Confidence in upselling and a drive to support revenue targets.
• Ability to manage multiple tasks efficiently.
• A luxury attitude, emotional intelligence and pride in the Sofitel brand.

Required skills

• Familiarity with hotel reservation systems, preferably Opera Cloud.

What we offer

• Complimentary chef‑prepared meal on every shift.
• Laundered uniforms and a complimentary Sofitel stay each year.
• Global discounts across Accor hotels, restaurants and experiences.
• Paid day off during your birthday month and personalised reward program.
• Discounted onsite parking, secure bike storage and easy access to public transport.
• Opportunities for development with supportive leadership.