Reservations Agent – The Westin Melbourne – 205 Collins Street


Job Number 180036D5
Job Category Reservations
Location The Westin Melbourne| 205 Collins Street| Melbourne| Victoria|
Brand Westin Hotels & Resorts
Schedule Part-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Westin| we are committed to empowering the well-being of our guests by
providing a refreshing environment| thoughtful amenities| and revitalizing
programming to help ensure that they leave feeling better than when they
arrived. We recognize that travel can be disruptive to our guests’ well-being|
and we’re energized to assist as partners in helping them maintain control and
soaring above it all while on the road. Everything we do is designed to help
guests be at their best| and they appreciate our supportive attitude|
anticipatory service and extensive knowledge on how to best assist them
throughout their stay. We are looking for dynamic people who are excited to
join the team and ready to jump into any situation to give a helping hand. If
you’re someone who has is positive| adaptable and intuitive| and has a genuine
interest in the well-being of others around you| we invite you to discover how
at Westin| together we can rise.


Marriott International is the world|s leading global hospitality company| with
more brands| more hotels and more opportunities for associates to grow and
succeed. With 5|700 properties| you|ll find us in your neighborhood and in
more than 110 countries across the globe. Learn about our 30 hotel brands at Find Your World™


The Westin Melbourne hotel is an oasis in the heart of the city|s bustling
Central Business District. With a commanding location on Collins Street|
arguably Australia|s premier street| The Westin Melbourne preserves wellness
in travel with a number of signature brand offerings including our Westin
Heavenly® Beds| Gear Lending by New Balance®| and WestinWORKOUT® Fitness


The Reservations department provides consistent and professional service in
all aspects of internal and external communications. This department ensures
all reservations are inputted in a timely manner.


Reporting directly to the Assistant Reservations & Revenue Manager| we are
looking for an experienced and dynamic Reservations Agent. Responsibilities
include but are not limited to:

Handling and processing reservations and inquiries from all booking channels
Pre-arrival check to ensure guest history is linked and relevant booking information is updated. Make sure all the booking payments are clear and guest preferences are taken care of including room allocation| amenities and other special requirements
Follow up on No-Shows and late cancelations and process charges appropriately
Check bookings made yesterday from all channels and make sure all the profiles get updates and booking comments have been reviewed and actioned.
Swift communication with Starwood Customer Contact Centres| SPG and CEM Teams to ensure a seamless guest experience
Work closely with other members of the Reservations team| to generate incremental revenue via upselling| promoting hotel F&B Venues and other hotel services and amenities. Fluent in selling room packages and higher room type
Close communication with relevant teams to ensure every guest has a smooth arrival experience. To share any special guest information| preferences and instructions within the Reservations Team as well as with other departments
Responds to general enquiries through the telephone| facsimile and email. Handling Reservation inbox and make sure all the emails are attended in the shift and/or within 24 hours
Assist reservation manager in inventory control by balancing inventory and managing overbooking
To have extensive knowledge of all hotel services and facilities to be ready to answer questions from in-house and outside guests
To ensure guest complaints are brought to the attention of the management
Assist in managing group reservation when needed. Able to handle room block monitoring| rooming lists| reporting pick up| VIP and upgraded accommodations| client correspondence relating to reservations and other group reservation functions
Additionally| you will be required to assist Front Office including guest services and service express job when needed


Previous experience in a Reservations Agent role in a 4 or 5 star hotel
Knowledge of the Opera PMS system
Good knowledge of MS Office applications (Word| Excel| PowerPoint) and Outlook
Exceptional attention to detail
Excellent verbal and written communication skills and interpersonal skills
Ability to multitask and work productively in a busy environment
A creative flair
Impeccable personal presentation


This is an excellent opportunity to learn| grow and advance your career with
an exciting| vibrant and growing company. In return for your dedication and
commitment you will receive excellent benefits and the opportunity to work
with a highly motivated and engaged team.

Excellent benefits include:

Generous accommodation and Food and Beverage discounts for Associates| Family and Friends across all Marriott properties worldwide
Associate recognition and training programs
Discounted CBD parking
Strategic career development opportunities

We appreciate the time you have taken to apply and the effort that goes into
an application. Only those successful in gaining an interview will be
contacted directly.

Note: applicant must have Full Australian working rights for this role