Reservations Agent

Employment Type: Full-time, Part-time, and Casual positions available. ABOUT THE HOTEL Bayside Geelong Hotel & Apartments offers 110 well-appointed accommodations, ranging from hotel rooms and studio apartments to fully self-contained one and two-bedroom apartments. Guests can enjoy a variety of amenities, including multiple meeting and event spaces, a fitness centre, pool and sauna, all just minutes from Geelong's CBD. At Bayside Geelong, we aim to provide a personalised and professional experience that keeps our guests coming back, whether they are here for business or leisure. With a diverse array of options to suit every taste and budget, we offer the perfect stay for everyone. OUR MISSION STATEMENT To deliver a positive and rewarding experience for our guests, employees, and associates in every interaction with our businesses. The Role As a Reservations Agent, you'll play a key role in managing and enhancing the guest booking experience, acting as the first point of contact in their journey with our hotel. Working across phone, email, and in person, you will manage reservations, respond to guest enquiries, and assist with arrival preparations. Your focus will be on delivering seamless, professional, and friendly service while actively supporting occupancy and revenue goals. Responsibilities Respond to reservation enquiries via phone, email, OTA, and direct channels Accurately input and manage bookings using Opera PMS Upsell hotel products, room types, and promotions to maximise revenue Support front office operations, including check-ins and check-outs, as required Maintain up-to-date knowledge of hotel facilities, local area, and events Liaise with travel agents, corporate clients, and internal teams to ensure accuracy and service delivery Prepare daily arrivals, conduct pre-arrival checks, and manage special requests Resolve guest issues or elevate when appropriate to ensure satisfaction Process payments and maintain accurate billing records Selection Criteria Minimum 1 year of experience in hotel reservations, front office operations, or a customer service role within the hospitality industry. Excellent verbal and written communication skills Experience with Opera Cloud PMS (or similar hotel system) Proficient in Microsoft Office 365 A team‑first attitude with a solutions‑focused approach Current driver's license – Valid Police Clearance – Valid Responsible Service of Alcohol (RSA) Certificate – Valid Australian working rights must be held at the time of application First Aid Certificate Full Australian working rights and availability for a 7‑day rotating roster, including weekends and public holidays Knowledge of OTA platforms (e.g., Booking.com, Expedia) About You Highly organised and detail orientated Calm under pressure and solutions‑focused Committed to continuous improvement and interpersonal skills Thrive in guest‑facing environments Excellent interpersonal skills High attention to detail and accuracy in data entry Benefits we offer Above award wages Discounts across our hotel network Collaborative working environment As an independently owned and operated hotel, we have the freedom to innovate and implement new ideas quickly and easily #J-18808-Ljbffr