$25.50 per hour

30 / 40 hours guaranteed

Weekly flexible roster, including public holiday and weekend work

We are looking for exceptional and outgoing Front Office & Reservations Agents to join our team:

• Ensure a professional and attentive service is provided and guest expectations are exceeded. 
• Respond to guest requests promptly, efficiently and courteously during reservations, arrival & check in, departure & check out, and throughout their stay.
• With your passion for high end hospitality and superb eye for detail, you will take initiative to ensure that all of your interactions are positive and productive.
• Have the freedom and creativity to deliver memorable moments that provide treasured guest experiences.

• Previous Reservation/Front Office experience and five star luxury environment preferred.
• Knowledge of Opera or other booking system preferred.
• Full, clean valid manual driver’s license is essential.
• Has flexibility to meet hotel rostering needs with weekend and public holiday work.

• Benefits including free daily staff meals, dry-cleaned uniform and laundry allowance;
• Free ski hire;
• Your Accor card entitling you to discounted Hotel stays, food and beverage rates and Spa treatments;
• Opportunity to earn $600 through our referral scheme;
• Fun & supportive international team environment;
• Ongoing reward and recognition incentives and awards, further development and worldwide career progression within Accor.

Detailed duties: 

• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during reservations, check-in, checkout and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality in line with PCI and Privacy compliance.
• Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Use every opportunity to promote hotel facilities and maximize sales through sound product knowledge and selling skills.
• Ensure every guest interaction is handled in line with the Sofitel values and service standards.
• Answer all calls promptly, within three rings using specified greeting for hotel, in a courteous and efficient manner. 
• Process and input group, FIT and corporate reservations following hotel reservations policy.
• Ensure all reservations and email enquiries are accurately actioned within the same working day.
• Take personal responsibility to ensure that all inquiries are addressed.
• Ensure all outward correspondence complies with company procedures, and any unusual correspondence is authorised.
• Adhere to rates published in the Rate Manual or rate advertisements. 
• Maintain a positive selling approach to maximise yield in both occupancy and rates.
• Assist with car / hotel doors and guest luggage. Ensure timely delivery of all guest luggage. Explain technology and features of guest rooms.
• Exercise care and responsibility when parking guest vehicles. Follow procedures set out in manual.
• Ensure messages and faxes are delivered with the utmost urgency.
• All guest property in storage, long or short term, duly documented and cared for.
• When guest report lost property take all relevant information and pass on to housekeeping.
• Responding to all guest enquiries regarding local attractions, restaurants, and tours. Offering the best product or service to meet the guest’s individual requirements.
• Build and maintain strong and productive relationships with local tour operators, restaurants and service providers to ensure products offered to guests are of the highest quality and reputation.
• Be proactive in the services concierge offers; follow up all reservations, bookings and recommendations to ensure quality and guest satisfaction is at the optimal level.
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
• Ensure relative guest/ambassador information is communicated through the agreed communication channels.
• Ensure the appearance of the guest services desk, foyer and forecourt is immaculately presented at all times.
• Liaise with all other hotel departments to build a strong working relationship.
• Ensure any guest or management messages are attended to with a sense of urgency.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.
• Perform all tasks to Sofitel Brand standards.
• Front Office Agents are rostered on a shift basis, the duties of which are variable and documented accordingly. It is the responsibility of the rostered Ambassador that these duties are carried out in a professional manner whilst at all times maintaining a high level of customer satisfaction.
• Ensure procedures are followed in regards to guest transportation, luggage collection and storage, and guest confidentiality.
• Co-ordinate guest transportation to and from the airport and ensure that accurate accounting procedures are followed in the charging of transfers. 
• Front Office Agents will keep up to date with accurate, helpful information that will benefit Hotel Guests in respect of hotel and local facilities and attractions.
• Enroll guests for Accor Live Limitless reward program; calculate points after guest’s departure.
• Ensure the Accor Live Limitless track sheet is accurate and up-to-date
• Night cover when required.