Reservations Agent

Job description

Company Description

Nestled in the heart of Auckland’s CBD, Mövenpick Hotel offers an exceptional location, vibrant Food & Beverage concepts, and BODA Restaurant, where Aotearoa produce meets bold Korean flavors in an unforgettable dining experience. Mövenpick Hotel Auckland blends modern elegance with Swiss hospitality, offering 207 stylishly appointed rooms designed for comfort and relaxation.

Job Description

We are seeking an experienced Reservations Agent to join the team at Mövenpick Hotel Auckland. This role is responsible for managing a high volume of reservations and guest enquiries, requiring strong attention to detail, prior experience in hotel systems, and the ability to work efficiently in a fast-paced environment.

·  Accurately process and manage individual and group reservations using Opera Cloud and RESAWEB, ensuring all booking details meet brand and operational standards
·  Respond to guest enquiries in person, via phone, and email, providing accurate information and exceptional service throughout their stay
·  Liaise with internal departments (Sales, Revenue, Front Office) to ensure seamless execution of reservations, reception duties, and group movements
·  Coordinate and manage corporate and group bookings, including quoting, contracting, rooming lists, and amendments within agreed timelines
·  Maintain and audit guest profiles, including merging duplicate records and ensuring data integrity for FIT and corporate clients
·  Handle guest issues and complaints professionally, escalating when required to ensure a positive guest experience
·  Actively identify upselling opportunities and maximise revenue through rate optimisation and room category upgrades
·  Answer, connect, and transfer incoming calls in line with brand standards, ensuring efficient communication across departments
·  Manage high-volume email and phone enquiries with a strong focus on response time and accuracy
·  Process weekly commission reports and reconcile discrepancies in line with finance procedures
·  Support revenue strategies by adhering to pricing guidelines and inventory controls

Qualifications

·  Minimum 2 year experience in hotel reservations within a 4–5 star hotel environment
·  Experience managing group and corporate bookings, including quoting, contracting, and coordination
·  A relevant tertiary qualification in Hospitality, Hotel Management, or Accommodation Management is preferred
·  Strong working knowledge of Opera Cloud PMS and reservation platforms such as RESAWEB (or equivalent CRS)
·  High level of proficiency in Microsoft Office, particularly Excel and Outlook
·  Exceptional attention to detail with the ability to manage competing priorities in a fast-paced environment
·  Excellent written and verbal communication skills, with a professional and confident phone manner
·  Flexibility to work on a rotating roster, including weekends and public holidays as required

This is a Full Time Position, 40 hours per week, $27.68 per hour, plus incredible Global Benefits

Additional Information

·  Staff & Friends/Family rates at Accor hotels worldwide
·  Opportunities for further development and worldwide career progression
·  Diverse and inclusive work culture
·  EAP Services +  Flexible Rosters
·  Supportive & Inclusive Leadership + Collaborative & Respectful Management
·  Free meal at work + Anniversary Stay (Every year)