Job Description
Company DescriptionAbout the Mercure brandMercure Hotels offer so much more than a place to find comfort and sleep –they are a portal to discovery, a springboard to exploration. Since its founding in 1973, Mercure has made it its mission to enlighten guests to the treasures of the location they are in. The network prides itself on offering high-quality standards with a true take on locality. From the moment guests arrive –– in one of our 950+ Hotels across 60+ countries –they are instantly immersed in a locally inspired atmosphere. Everything from the decorative design to a passion for local food and beverage discoveries is rooted in the unique features of each destination.About Mercure Brisbane Spring HillThe Mercure Brisbane Spring Hill is located on the central city fringe, just minutes from the CBD, Brisbane River, Suncorp Stadium and public transport. Overlooking the city skyline and Roma St Parklands, the Hotel features 179 spacious guest rooms with generous open-aired balconies, modern amenities, an outdoor swimming pool, fitness room, and an alfresco-style restaurant and bar.Job DescriptionThe Reservations Agent will play a crucial role in delivering exceptional guest experiences at Mercure Brisbane Spring Hill. This position requires a highly organised, customer-oriented individual with excellent communication skills and a strong ability to multitask. The successful candidate will handle reservations, guest inquiries, and provide personalised services to ensure the highest level of satisfaction.Duties and responsibilities include but are not limited to:Reservations Management:Process and manage hotel room reservations efficiently and accurately.Ensure all reservation details are correctly entered into the system.Respond to guest inquiries regarding room availability, rates, and amenities.Upsell hotel services and amenities to maximise revenue.Guest Services:Provide personalised assistance to guests before, during, and after their stay.Handle special requests and VIP arrangements to ensure a memorable guest experience.Address guest concerns and resolve issues promptly and professionally.Coordinate with other departments to fulfill guest needs and requests.Communication:Maintain clear and effective communication with guests via phone, email, and in-person interactions.Provide information about hotel facilities, services, and local attractions.Collaborate with the Front Office and other departments to ensure seamless guest experiences.Administration:Maintain accurate records of guest interactions and transactions.Prepare reports on reservations, occupancy, and guest feedback.Assist in the preparation of promotional materials and packages.QualificationsPrevious experience in hotel reservations or a similar customer service role is preferred.Excellent communication skills, both verbal and written.Familiarity with hotel reservation systems and software (Resaweb, Opera Cloud) is essential.Strong attention to detail and organisational abilities.Ability to work under pressure and handle multiple tasks simultaneously.Customer-focused with a commitment to providing exceptional service.Knowledge of the local area, attractions, and events is an advantage.Additional education or training in hospitality or a related field is a plus.Flexible availability to work during the week including weekends.Additional InformationWhy work for Accor?We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. With 5400+ Hotels across 110+ countries, the opportunities are endless!Learn your Way - Access to our Accor Academy so you can learn while you earn!Work Your Way - Flexibility to ensure a work life balance!Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation worldwideAccor's refer-a-friend bonusAccor's Parental Leave SchemeAccess to our Employee Assistance Program#workyourwaytoleadership #accorcareers #accorlivelimitless #accorhotels #itsgoodtobeus #benefitsyourwayMercure Hotels
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