Job Title

Rydges Sydney Airport - Reservations AgentSydney Airport, 8 Arrival Ct, Mascot NSW 2020, AustraliaPosted Tuesday 11 November 2025 at 1:00 pmTitle: Reservations AgentReports to: Reservations ManagerFunctionWorking in the communication hub of the hotel, you will be the first port of call for all guest phone and digital enquiries and queries. Seamless service is the main communication point for the hotel and responsible for providing and coordinating quick response to requests and inquiries. From restaurant bookings to reservations, housekeeping requests to room service orders. Your knowledge and expertise of the hotel will shine through to provide a great guest experience.Our Vision is being leaders in creating experiences and properties that escape the ordinary.Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.Our GoalsGrowing revenue above marketBusiness transformationOur ValuesEmpowerment: We make it happenPossibilities: We evolve and innovateCommunity: We make the connectionKey AccountabilitiesMaintains comprehensive knowledge of standard reservation procedures including correct forms to use, email, messages, and how to interpret availability sources within the reservation systemsBe a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessaryStay one step ahead of guests'' needs record and act on their preferences, and handle their messages, requests, questions and concernsTake and manage guest bookings, upselling opportunities and telling them about ways to improve their stayJump into other adhoc duties when your colleagues need your helpLog all guest complaints into duty logs, guest profile notes and ensure that management are aware of any existing or potential guest issuesComplete checkin and checkout guests from Property Management System Opera through the telephone.Effectively manage FIT and group reservations, manage waitlist and "no show'' reservations.Effectively update PMS with any special requirements, early departures, extensions etc.Focus on maintaining a high level of accuracy in both hotel reservations and guest requests. From restaurant bookings, guest amenity requests, room service orders and everything in between effective communication and attention to detail are paramountImprove profile management by consistently monitoring and merging individual and company profiles for accurate statistical data and guest recognitionMaintain knowledge of special rates/ offers/ promotionsCommunicate effectively and maintain key interdepartmental relationshipsIn depth software knowledge including but not limited to Property Management System (Opera) and other systemsRegularly communicate with hotel team to build and maintain key relationshipsWhat we need from youExperience in a similar customer service role. Ideally working within a hotel or resort setting.Communication skills guests will need to come to you with concerns as well as compliments, so you''ll be easy to talk toFluency in English extra language skills would be great, but not essentialStrong organisational skills, work within deadlines and prioritise effectivelyLiterate and techsavvy - you''ll need a good grasp of reading, writing, basic maths and computersYour problem solving skills will turn issues into opportunities so every guests leaves with great memoriesAbility to work in a fastpaced environment and prioritise workloadLook smart wear your uniform with pride and adhere to personal grooming and hygiene standardsFlexibility night, weekend and holiday shifts are all part of the jobSydney Airport, 8 Arrival Ct, Mascot NSW 2020, Australia#J-18808-Ljbffr