Mantra Twin Towns Hotel, Griffith St and Wharf St, Tweed Heads, Queensland, Australia Req Wednesday, 19 February 2025Mantra & The Sebel Twin Towns Hotel & Apartments are two properties that sit side by side on the Gold Coast / Northern NSW border overlooking the beautiful Coolangatta Beach. The properties offer a range of hotel style rooms as well as one, two and three bedroom apartments and pools for guests to enjoy. In your downtime, experience the laid-back lifestyle of the Southern Gold Coast and Tweed Heads region by heading down to the beach, or visiting one of the many pubs, clubs, or restaurants along the foreshore and surrounds.PurposeAs a Group Reservations Agent, you play a crucial role in assisting clientele to deliver the highest level of guest service and a memorable seamless stay. Think of yourself as the go-to expert for Groups; including allotment, room availability, contract conditions, producing Rooming Lists and action plans for our Groups and VIP Groups. You will also act as a point of contact for Organisers regarding availability, cancellation and terms, and special requests. As part of the Reservations team you will also support FIT bookings, quoting available rates to maximise room revenue and be responsible for offering excellent customer service.Primary ResponsibilitiesAssisting with Group enquiries, direct Accommodation and Conference & Event GroupsProviding guests with accurate information on room availability, rates, and special offersBe the main point of contact for Group accommodation with clientele, addressing inquiries, answering questions, and assisting with reservation modifications and cancellationsAllocate rooms based on guest preferences and meeting strata regulations, check availability and business demands, ensuring a comfortable and enjoyable staySafely and securely handle payment transactions, verifying billing details for accuracySuggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stayMaintain meticulous records to monitor room availability and ensure smooth check-ins and check-outsAble to effectively reconcile accountsAssist in resolving guest complaints or issues related to reservations, billing, or room assignmentsSkills and ExperiencePrevious experience in a similar role in the hospitality industry is preferredProven ability to provide exceptional customer service, including a professional phone manner and the ability to establish strong client rapportIn-depth understanding of hotel features, amenities, room information, and surrounding area attractions to effectively address guest inquiries and provide recommendationsCompetency in fast and accurate data entry, with experience in relevant systems like Sihot CRS, CISCO phone systems, and Microsoft Office Suite (Word, Excel, Outlook)Demonstrated ability to resolve guest issues efficiently and effectively, ensuring high levels of satisfactionWell-developed written and verbal communication skills to handle guest inquiries professionally and convey information clearlyAt Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.Everyone has a story and we want to learn yours. We invite you to APPLY NOW.