Reservations Agent

Job type

Permanent

Full-time
 
Location
Doncaster VIC
 
Full job description
Company Description

Mercure Melbourne Doncaster is a 183 room & suite hotel is Australia’s first of the next generation Mercure brand, introducing approachable elegance in an untouched pocket of the Eastern Suburbs. Featuring restaurant, indoor heated swimming pool, elite fitness centre, expansive outdoor terraces with views from the Yarra Ranges to the CBD and has six event spaces for up to 200 guests with dedicated outdoor terraces to provide seamless indoor/outdoor flow.

We are a vibrant and forward-thinking hotel with a reputation for hosting exceptional conferences, meetings, and events. From corporate gatherings to high-energy incentives, we create moments that leave a lasting impact. Now, we’re looking for a talented individual to maximize our potential in the Conference & Events market and help us grow even more!

Did you know that Mercure Melbourne Doncaster is the only venue in the Eastern Suburbs that you can have panoramic views of the Dandenong Ranges and Melbourne’s City Skyline?! Come on in and check them out!


Job Description

As a Reservations Agent, you’ll be the friendly voice and helpful guide behind every great guest experience. Your role is vital in ensuring smooth and efficient reservations while maximising revenue and delivering outstanding service.

Handling all incoming reservation enquiries with professionalism and care

Up-selling room types and packages to maximise occupancy and revenue

Delivering warm, knowledgeable, and personalised service to every guest

Answering phone calls within three rings—every time—with a smile in your voice

Maintaining accurate booking records and updating guest profiles in the PMS

Confirming guest requests and ensuring special preferences are communicated to the relevant departments

Staying up-to-date with our rates, promotions, and loyalty program (Accor Live Limitless)

Coordinating with Sales, Front Office, and other departments to provide a seamless guest journey

Assisting with group bookings, quotes, and supporting front office operations when needed

Performing critical daily admin tasks to keep everything running smoothly


Qualifications

A passion for hospitality and genuine desire to exceed guest expectations

Strong communication and organisational skills

Previous experience in a reservations or front office role preferred (but not essential—we’ll train the right person!)

A team player with a proactive attitude and a keen eye for detail

Knowledge of a Property Management System (PMS) is a plus

Flexibility to assist other departments when required


Additional Information

The Mercure brand is part of the Accor Group. As the global market leader, Accor Hotels offers a worldwide network of hospitality and tourism services, with a diverse portfolio of renowned brands. Just a few of the perks include:

Ongoing Career and Professional Development Opportunities
A Rewarding Work Environment
Global Discounts on Hotel Accommodation & Food and Beverage