Rydges Resort Hunter Valley - Reservations Agent
Role Overview
Managing accommodation reservations via phone, email, online booking channels, and other communication platforms.
Assisting guests with enquiries regarding room types, rates, packages, resort facilities, and local attractions.
Converting enquiries into confirmed bookings through proactive sales and customer service.
Upselling room upgrades, packages, dining experiences, and resort activities where appropriate.
Accurately entering and maintaining reservation details within the property management system.
Processing payments, deposits, amendments, and cancellations in accordance with company policies.
Liaising with Front Office, Housekeeping, Sales, and other departments to ensure a seamless guest experience.
Monitoring room availability and supporting occupancy and revenue targets.
Responding to guest enquiries professionally and resolving booking-related issues.
Jump into other ad-hoc duties when your colleagues need your help.
Log all guest complaints into duty logs, guest profile notes and ensure that management are aware of any existing or potential guest issues.
Effectively manage FIT and group reservations, manage waitlist and “no show’ reservations.
Effectively update PMS with any special requirements, early departures, extensions etc.
Focus on maintaining a high level of accuracy in both hotel reservations and guest requests.
From restaurant bookings, guest amenity requests, room service orders and everything in between effective communication and attention to detail are paramount.
Improve profile management by consistently monitoring and merging individual and company profiles for accurate statistical data and guest recognition.
Maintain knowledge of special rates/ offers/ promotions.
Communicate effectively and maintain key interdepartmental relationships.
In depth software knowledge including but not limited to Property Management System (Opera) and other systems.
Regularly communicate with hotel team to build and maintain key relationships
Key Skills for This Role
Full Job Posting
About the Role
Managing accommodation reservations via phone, email, online booking channels, and other communication platforms.
Assisting guests with enquiries regarding room types, rates, packages, resort facilities, and local attractions.
Converting enquiries into confirmed bookings through proactive sales and customer service.
Upselling room upgrades, packages, dining experiences, and resort activities where appropriate.
Accurately entering and maintaining reservation details within the property management system.
Processing payments, deposits, amendments, and cancellations in accordance with company policies.
Liaising with Front Office, Housekeeping, Sales, and other departments to ensure a seamless guest experience.
Monitoring room availability and supporting occupancy and revenue targets.
Responding to guest enquiries professionally and resolving booking-related issues.
Jump into other ad-hoc duties when your colleagues need your help.
Log all guest complaints into duty logs, guest profile notes and ensure that management are aware of any existing or potential guest issues.
Effectively manage FIT and group reservations, manage waitlist and “no show’ reservations.
Effectively update PMS with any special requirements, early departures, extensions etc.
Focus on maintaining a high level of accuracy in both hotel reservations and guest requests.
From restaurant bookings, guest amenity requests, room service orders and everything in between effective communication and attention to detail are paramount.
Improve profile management by consistently monitoring and merging individual and company profiles for accurate statistical data and guest recognition.
Maintain knowledge of special rates/ offers/ promotions.
Communicate effectively and maintain key interdepartmental relationships.
In depth software knowledge including but not limited to Property Management System (Opera) and other systems.
Regularly communicate with hotel team to build and maintain key relationships
Skills and Experience
- Previous experience in reservations, hospitality, tourism, customer service, or sales.
- Strong communication skills and a friendly, professional phone manner.
- Excellent attention to detail and administrative skills.
- Ability to multitask and manage a high volume of enquiries in a fast-paced environment.
- Confidence in identifying sales opportunities and achieving booking conversion targets.
- Experience using reservation or property management systems is highly regarded.
- Strong computer skills and proficiency with email and booking platforms.
- A positive attitude and genuine passion for delivering exceptional customer service.
- Flexibility – Weekend and holiday shifts are all part of the job.
- Benefits & Perks:
- Renowned for our refreshingly local, down-to-earth experiences.
- Incredible team member discounts from your first day on-the-job.
- 50% off stays at EVT hotels – Rydges, QT, Atura, Lylo and more.
- $2 movie tickets, plus Moonlight, Gold Class, Candy Bar discounts and more.
- Awesome winter and summer savings and discounts at Thredbo.
- Rapid career growth opportunities through our EVT network.
- Local community involvement, volunteering and charitable giving.
- Australia and NZ’s largest and most diverse experiences company.
- Join Rydges Resort Hunter Valley and become an EVT experience creator, opportunity taker, the ultimate Daymaker. Join and make a positive impact on our people, communities, and environment every day. When you click apply, you’ll be taken to our secure EVT careers portal (powered by Dayforce). This is our official system for managing applications across the EVT Group. You’ll simply enter your details and answer a few quick screening questions so we can get to know you better.
About Rydges Hotels & Resorts
Parent group profile
EVT
Australian public entertainment, hospitality and leisure group operating cinemas, hotels, restaurants and resorts across Australasia and Germany.
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