Reservations/Guest Experence All Rounder

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.

Join Our Team...

We are seeking an enthusiastic and customer-focused Reservations Agent / Guest Experience All Rounder (Casual) to join our dynamic team.

With Reservations as your primary department, this diverse role offers the opportunity to support our Front Office team as a Guest Experience All Rounder to supplement hours as business needs require. This is the perfect position for someone who enjoys a varied workday, thrives in a fast-paced hospitality environment, and is passionate about delivering exceptional guest experiences.

In this versatile role, you will be the backbone of our reservations function while helping create memorable guest journeys from the moment they book through to their arrival and stay.

Grow Your Career with Us...

This role is ideal for hospitality professionals looking to broaden their experience across both Reservations and Front Office operations. Through hands-on exposure to multiple departments, ongoing training, and access to Accor's global development programs, you'll have the opportunity to develop your skills and progress your career within the hotel and across the wider Accor network.

About the role...

About the Role

As our Reservations Agent / Guest Experience All Rounder, you will:

Reservations Responsibilities

• Process and manage guest reservations across multiple channels, including phone, email, and online booking platforms.
• Provide exceptional customer service by responding to guest enquiries, addressing concerns, and offering solutions in a timely and professional manner.
• Maintain accurate and up-to-date reservation records within hotel booking systems and databases.
• Process payments and verify booking confirmations with guests.
• Manage cancellations, amendments, and special requests with professionalism and attention to detail.
• Monitor room availability, rates, packages, and promotional offers.
• Identify and resolve booking discrepancies and guest concerns promptly.
• Support the reservations team with administrative tasks and provide coverage as required.

Guest Experience / Front Office Responsibilities

• Deliver outstanding guest service and create memorable guest experiences.
• Assist guests during check-in and check-out procedures.
• Handle guest enquiries and requests professionally and efficiently.
• Collaborate closely with Housekeeping, Maintenance, Food & Beverage, and other hotel departments.
• Support Front Office operations during peak periods and as business demands require.
• Ensure guest satisfaction by proactively resolving concerns and exceeding expectations.

What You Will Bring...

To be successful in this role, you will have:

• Previous experience in reservations, customer service, hospitality, or Front Office operations.
• Strong knowledge of reservations systems and booking software.
• Excellent verbal and written communication skills.
• Exceptional organisational and time management abilities.
• The ability to multitask and prioritise effectively in a fast-paced environment.
• Strong attention to detail with excellent data entry accuracy.
• A proactive and customer-focused approach.
• Excellent problem-solving skills and the ability to remain calm under pressure.
• Confidence working both independently and as part of a team.
• Flexibility to work a rotating roster, including weekends, evenings, and public holidays as required.
• Proficiency with Microsoft Office applications and general computer literacy.

Preferred Experience

• Hospitality, tourism, or travel industry experience.
• Experience using Opera Cloud, ResaWeb, and ACDC.
• Previous Front Office experience within a hotel environment.

Why Join Us?

At our hotel, our people are at the heart of everything we do. In return for your passion and commitment, we offer:

• Complimentary staff meals whilst on shift.
• Generous Accor Heartist benefits, including discounted accommodation and dining across participating hotels and restaurants.
• A collaborative and supportive team culture.
• Ongoing learning and professional development opportunities.
• Reward and recognition programs.
• Exposure to both Reservations and Front Office operations, providing valuable cross-functional experience.
• Clear career progression pathways within the hotel and the wider Accor network, including opportunities to advance into Front Office, Revenue, Reservations Leadership, Guest Experience, Duty Manager, and Hotel Operations roles.
• The opportunity to build a long-term hospitality career with one of the world's leading hotel groups.

Ready to Join the Team?

If you're passionate about hospitality, thrive on delivering exceptional guest service, and enjoy a role that offers variety and flexibility, we'd love to hear from you.

Apply now and become part of a team that creates memorable experiences for every guest, every day.