Guest Service & Reservations Agent

Job description

Company Description

Located in the world renown wine region of Barossa Valley, the Novotel Barossa Valley Resort is nestled amongst the vines of Jacob's Creek and the Barossa Valley ranges it is easy to be immersed in the beautiful regional setting. The Resort offers 140 beautifully appointed guest rooms, a variety of food and beverage options and the largest conference and events space in regional South Australia 

Whilst living and working in this picturesque region you can explore the many vineyards, Cellar Doors, take a hot air Balloon ride, take long bush walks, have a hit of golf or indulge in some relaxation at Endota Day Spa. 

We are 'relentlessly guest obsessed' at AccorHotels and everything we do at the Resort, we do to assist our guests feel welcome and valued, ensuring they have an unforgettable experience.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

Guest Service & Reservations Agent

First impressions are everything! As a Guest Service & Reservations Agent , you’ll be the face of our hotel, taking care of guests from the moment they book, through their arrival, stay, and departure. Your goal is to ensure every guest enjoys a seamless and memorable experience with us.

We’re looking for a motivated and customer-focused professional who can confidently work across both the Front Office and Reservations departments. This dual role offers variety, responsibility, and the opportunity to be at the heart of our guest journey.

What is in it for you:

·  Employee benefit card offering discounted rates in Accor worldwide
·  Learning programs through our Academies
·  Opportunity to develop your talent and grow within your property and across the world!

What you will be doing:  

·  Manage reservations via phone, email and online booking systems.
·  Warmly greet guests, manage check-ins and check-outs, respond to requests, and process payments, all while delivering exceptional service
·  Take guest accommodation reservations accurately and efficiently, ensuring all details are captured to meet guest needs
·  Take initiative to create personalised guest experiences and anticipate needs before they arise
·  Recognise, acknowledge and recruit loyalty program members, making them feel valued and appreciated
·  Confidently promote hotel facilities, identifying opportunities to enhance a guest’s stay through upselling.
·  Prepare resources and coordinate for group arrivals and VIP member arrivals to ensure a seamless welcome.
·  Manage guest communications, including handling internal and external phone calls professionally and efficiently.
·  Maintain accurate guest records and ensure all details are up to date in the system.

Qualifications

·  Previous experience in Front Office or Reservations is preferred but not essential, training will be provided.
·  Excellent communication skills with a friendly and professional demeanour
·  Strong customer service orientation with a passion for creating memorable guest experiences
·  A friendly personality paired with professionalism and a high standard of personal presentation
·  Detail-oriented with the ability to multitask in a fast-paced environment
·  Collaborative team player with a positive attitude
·  Creative problem-solving skills to address guest concerns effectively
·  Proficiency in hotel management software, preferably Opera Cloud or similar POS systems
·  Basic computer skills and ability to learn new technologies quickly
·  Flexibility to work various shifts, including evenings, weekends, and public holidays
·  Knowledge of Barossa and surrounding areas to provide local recommendation
·  Previous experience in hospitality or customer service is preferred

Additional Information

The ideal candidate brings a strong guest first attitude, sharp problem solving abilities, and the confidence to preform well in a fast-paced environment.

Solid computer skills are essential, and experience with Opera Cloud is a definite advantage.