Reservations Agent

About Sofitel Gold Coast Broadbeach

Situated in the heart of Broadbeach and moments from the beach, Sofitel Gold Coast Broadbeach blends French elegance with coastal charm. Featuring 296 tastefully decorated rooms with stunning views of the ocean and hinterland, along with vibrant dining options, the hotel offers a welcoming and refined hospitality experience.

Role Overview

The Reservations Agent is responsible for handling booking inquiries across multiple channels, ensuring accuracy and personalised service to support the hotel's luxury 5-star reputation.

Key Responsibilities

• Promptly and professionally address all reservation requests via phone, email, and online platforms to provide a seamless and customised booking process.
• Accurately manage all reservation types including individual, group bookings, no-shows, and gift certificate requests.
• Drive revenue through upselling luxury room upgrades, exclusive packages, and personalised services aligned with the brand's premium positioning.
• Anticipate guest preferences and customise reservation experiences by handling special requests such as room preferences or unique services.
• Ensure reservation system data is kept accurate and compliant with brand policies.
• Coordinate with Front Office, Housekeeping, Sales, and Finance to deliver smooth guest experiences and resolve billing or payment issues promptly.

Candidate Profile

• Previous experience in reservations, front office, or guest service roles, preferably within luxury or five-star hotel environments.
• Excellent communication skills, both spoken and written, with a professional and friendly phone manner.
• Strong focus on detail and precision in managing bookings.
• Confident in upselling techniques and motivated to meet revenue goals.
• Familiarity with hotel reservation systems such as Opera Cloud is highly advantageous.
• Ability to multitask efficiently and stay organised.
• A professional demeanor reflecting a luxury service attitude, emotional intelligence, and pride in representing the Sofitel brand.

Additional Benefits and Information

• Complimentary chef-prepared meals provided on every shift.
• Laundered uniform service to ensure a professional appearance.
• Annual complimentary stay at Sofitel to celebrate your work anniversary.
• Global discounts across Accor hotels, dining venues, and experiences.
• Extra paid day off during birthday month.
• Customised employee reward programs tailored to individual lifestyles.
• Discounted onsite parking, secure bike storage, and easy access to public transport.
• Walking distance to Broadbeach’s premier dining, shopping, and coastal attractions.
• Supportive leadership dedicated to professional development, coaching, and long-term career growth.
• A distinguished global brand recognized for its French luxury hospitality standards.

Work Conditions and Diversity Commitment

Applicants must have full Australian working rights and be able to work an average of 38 hours weekly. Sofitel is committed to creating an inclusive environment that respects and values diversity. Adjustments during recruitment can be made to accommodate disability or other specific needs.

Our culture fosters creativity, excellence, and progressive approaches to sustainable luxury hospitality. Employees are encouraged to contribute meaningfully to community and environmental initiatives.