We are seeking an experienced Reservations Agent to join the team at M枚venpick Hotel Auckland. This role is responsible for managing a high volume of reservations and guest enquiries, requiring strong attention to detail, prior experience in hotel systems, and the ability to work efficiently in a fast-paced environment.
- Accurately process and manage individual and group reservations using Opera Cloud and RESAWEB, ensuring all booking details meet brand and operational standards
- Respond to guest enquiries in person, via phone, and email, providing accurate information and exceptional service throughout their stay
- Liaise with internal departments (Sales, Revenue, Front Office) to ensure seamless execution of reservations, reception duties, and group movements
- Coordinate and manage corporate and group bookings, including quoting, contracting, rooming lists, and amendments within agreed timelines
- Maintain and audit guest profiles, including merging duplicate records and ensuring data integrity for FIT and corporate clients
- Handle guest issues and complaints professionally, escalating when required to ensure a positive guest experience
- Actively identify upselling opportunities and maximise revenue through rate optimisation and room category upgrades
- Answer, connect, and transfer incoming calls in line with brand standards, ensuring efficient communication across departments
- Manage high-volume email and phone enquiries with a strong focus on response time and accuracy
- Process weekly commission reports and reconcile discrepancies in line with finance procedures
- Support revenue strategies by adhering to pricing guidelines and inventory controls