Reservations Agent

Company Description

Join the Front Office team at Novotel Cairns Oasis Resort, a relaxed tropical retreat in the heart of Cairns. Surrounded by lush gardens and a lagoon-style pool, our resort offers a welcoming escape for families, leisure travellers and groups exploring Tropical North Queensland.

At Novotel, we focus on friendly genuine service and creating seamless guest experiences in a vibrant resort environment. As part of the global Accor network, you will have access to training and development opportunities along with the support of a world-leading hospitality brand.

Located just minutes from the Cairns waterfront, the resort combines comfortable accommodation, relaxed dining and a lively atmosphere where teamwork and service excellence come together.

If you are looking for a step up in your career, with the opportunity to develop into duty management shifts, this is the pathway for you.

Job Description

We are seeking a Casual Reservations Agent to join our Reservations team and help create seamless booking experiences for our guests from the very first interaction.

In this role, you’ll be the friendly and knowledgeable voice of Novotel Cairns Oasis Resort, assisting guests with their accommodation enquiries, converting opportunities into bookings, and ensuring every reservation is handled with care and attention to detail.

Working across a flexible casual roster throughout the week, this role is ideal for an experienced hospitality professional who enjoys connecting with guests, delivering personalised service, and being part of a welcoming resort environment in the heart of Cairns.

What You’ll Do

• Manage incoming reservation enquiries via phone and email with professionalism and warmth
• Convert enquiries into confirmed bookings through effective communication and sales techniques
• Provide accurate information on accommodation, resort facilities, packages, and experiences
• Identify opportunities to upsell and enhance the guest stay
• Maintain accurate guest details, reservations, and booking information
• Assist guests with queries and provide solutions that create positive outcomes
• Monitor availability, rates, and booking opportunities to support revenue performance
• Work collaboratively with Front Office, Sales, and wider hotel teams to deliver a seamless guest journey

Qualifications

• Previous experience in hotel reservations or a similar hospitality role
• Strong understanding of guest service and the accommodation booking process
• Experience using Opera Cloud (advantageous)
• Confident communication skills with a genuine passion for connecting with guests
• Strong attention to detail and the ability to manage multiple priorities
• A proactive approach with the ability to identify sales opportunities
• Ability to work independently while contributing positively within a team environment
• Flexibility to work casual shifts across the week, including weekends and public holidays as required

Additional Information

Why work for Accor?

Accor is one of the largest global hospitality businesses, with over 5400 Hotels across 110+ countries, the career development opportunities are endless.

Benefits Your Way

• Access to global accommodation and F&B discounts
• #LearnYourWay with a sophisticated modern training platform, which offers a constantly expanding database of free, industry focused training.
• Recognition of service anniversaries and Accor Tenure Milestones.

Our Commitment to Diversity & Inclusion.

• We are an inclusive employer, and our ambition is to attract, recruit, and develop diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you are most welcome to let us know.