Group Reservations Agent - MICE

About Novotel Surfers Paradise…

Novotel Surfers Paradise is located in the heart of Surfers Paradise, with excellent shopping, entertainment & nightlife areas all close by. The hotel features 408 well-appointed rooms, along with a variety of dining options including: The Restaurant, Blvd Cafe and Bar, pool bar and in-room dining.  We offer a relaxed, family friendly environment. For those wanting to unwind we offer a heated outdoor swimming pool, tennis courts, basketball & netball court, BBQ area, gym and kids’ corner. For our conferencing & events guests we have 6 modern function rooms available, accommodating up to 500 delegates.

Primary Responsibilities

• Effectively & accurately process all group reservations and communications related to new or existing reservations through phone, email, and other hotel communication platforms in an attentive, courteous, and efficient manner, following the Hotel’s reservations policy.
• Greet all guests that come into contact with the Reservations department in a friendly manner, ensuring that the guest name is used at all times
• Answer all telephone calls within three rings in a professional manner according to brand standard
• Set up groups and guest accounts accurately
• Ensure all groups and guest details are fully updated on PMS system
• Responsible for the sales and management of all group bookings of 10 rooms or more this may include groups who require minimal catering
• This also includes the management of PCO group blocks relating to inventory, payment and group setup
• Where a group requires catering, liaising with and handing over to C&E according to policy
• Manage group enquiries and or bookings via fax, email, online or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe (24 hours)
• Handle any other department issues related to groups (follow up on prepayment, routing, vouchers, etc)
• Preparation of group information sheets (group movements) and briefing departments and all involved prior to arrival of the group
• Manage Hotel inventory in relation to group reservations and monitor potential wash of business
• Produce reports and statistics as requested by the Reservations or Revenue Manager. This will include, but is not exclusive to, Group Wash and Business Turndown reports and 3-month Group Forecasts.
• Manage Group payments, cancellations, rooming lists and terms and conditions
• Maintains a precise filing system for all Group reservations and correspondence
• Maintains one comprehensive folder for each group and follows the group checklist
• Ensure a prompt input of reservations and data for the next 12 month period for all group enquiries & bookings (within 48 hours)
• Enter and track group and conference blocks
• Liaise with Reservations or Revenue Manager to accept/decline group room requests
• Liaise with Reservations or Revenue Manager regarding rates to be offered and block out dates.
• Check and update, as necessary, rates in the computer system.
• Enter and track the groups
• Identifies the early stages in over-booking situations and works with the Reservations and Front Office teams to attempt to find solutions or alternatives to mitigate this
• Liaise with the travel agent to ensure rooming lists and confirmation are received on time
• Manage cancellations, pick up and release dates
• Ensure the charges for the released rooms are communicated to the client and processed
• Where an group requires catering, liaise with and handing over to sales accordingly
• Prepare Group and Conference folders and brief departments as required for large groups and the groups w/ catering.
• Liaise with conference and events to accept/decline group room requests
• As required meet & greet PCO (private conference organizers) and conference/event organizers
• Manage all group billing issues and resolve any account disputes, and liaise with Assistant Managers on account enquiries and disputes
• Handle guest complaints and enquiries in an efficient and professional manner and ensure the Reservations Manager / Revenue Manager are informed of any guest feedback
• Ensures a clear line of communication with other departments for special requests or other reservation-related matters
• Clear communication with all staff in relation to all group related topics
• Ensure VIP and complimentary room night procedures are adhered to
• Ensure Accor brand and company standards are implemented and updated
• At all times maintain strict security procedures with credit transactions, accounting procedures and client/guest/staff confidentiality/privacy
• Ensure security and safety procedures are updated and implemented
• Promotes and maintains good public relations with travel agents, airline companies and commercial organizations and solicits business for the hotel
• Promotes positive working environment by developing positive team spirit
• Action Groups Reservations related traces daily
• Actively promote loyalty sign ups with in the reservations team
• Ensure our VIP and Loyalty guests are recognized and Accor Hotel’s Loyalty program is adhered to
• Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of service
• Performs all reservations duties including making and entering reservations as required assisting the Reservations Team with all other types of bookings and enquiries.
• Ensure special requests are actioned appropriately and in a timely manner
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management
• All rubbish to be removed of appropriately and items recycled where possible to support our Accor Planet 21 actions.
• Maintain a positive selling approach to maximise yield in both occupancy and rates.
• Ensure our Loyalty guests are recognized and the Loyalty program adhered to.
• Be proactive in understanding all AccorHotels promotions and knowledge is shared.
• Operate incoming calls effectively, transfer all calls to relevant departments, speak with all callers politely and respectfully respond to requests quickly and efficiently.
• Assist guests with all requests for example including but not limited to: extra towels, ice, a wake a call, an extra pillow, cleaning requests, meal orders, safe, TV controller not working and enter into HotSOS in a timely manner for the team to be able to action.
• Maintain an accurate internal phone list for accurate transfer of calls.  Connect International and Operator assisted calls for guests, record accurate charges.
• Assist in Front Office as required, especially with guest check in and check out during peak periods of activity
• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manual / company policy manuals.
• Any other duties assigned from time to time by the Department Manager/Supervisor

About you

• Strong reservations experience
• Front Office/Guest Services experience
• Experience in a 200+ room hotel in a similar role desirable
• Outstanding attention to detail

So, when will you be joining us?

The Novotel brand is part of the Accor Group. As the global market leader, Accor Hotels offers a worldwide network of hospitality and tourism services, with a diverse portfolio of renowned brands. Just a few of the perks include:
• Ongoing career and professional development opportunities
• A rewarding work environment
• Global discounts on hotel accommodation & Food and Beverage

What’s in it for you?

You’ll be rewarded for your hard work with a suite of benefits that supports you and your family’s wellbeing, including: 

• Free staff duty meal during shift
• Generous ACCOR perks including discounted accommodation and restaurant’s
• A collaborative, vibrant culture
• Professional development opportunities
• A reward and recognition

What are you waiting for?  APPLY NOW!