Group Reservations Agent

Company Description

At Accor, hospitality is a work of heart. We value passion, integrity, and inclusion, creating a workplace where every team member can thrive. With over 4,000 hotels in 90+ countries, Accor offers endless opportunities to grow your career across a wide range of globally loved brands.

Join us at Accor, where life pulses with passion!

The position is based in Accor's flagship Canberra hotel, Novotel Canberra, conveniently based in the city centre opposite the light rail. We are a 286-room hotel with 8 conferencing and event facilities hosting all events from Corporate groups to sports teams.

Job Description

As Group Reservations Agent, you'll be responsible for managing all aspects of group bookings, ensuring seamless coordination, accurate communication, and a superior guest experience. From liaising with clients and managing room blocks to producing forecasting reports, this role is essential to the smooth operation of our group reservation process.

Key Responsibilities:

• Manage all group bookings of 10+ rooms.

• Handle Professional Conference Organiser (PCO) group blocks, including inventory control, payments, and setup.

• Respond promptly to all group enquiries (via email or phone).

• Input group reservations and relevant data for upcoming 3-month periods in a timely manner.

• Coordinate group details internally, including prepayments, routing, vouchers, and special requests.

• Prepare group movement sheets and conduct briefings for hotel stakeholders.

• Monitor hotel inventory and track business wash for group bookings.

• Generate reports and 3-month forecasts.

• Manage all aspects of group payments, cancellations, and rooming lists.

• Maintain accurate filing systems and reservation documentation.

• Handle guest feedback and complaints professionally, escalating when necessary.

• Ensure VIP and complimentary room night procedures are followed.

• Uphold Accor brand standards across all group reservation processes.

• Foster strong relationships with PCOs, travel agents, and other partners to drive business.

• Achieve departmental performance benchmarks.

Qualifications

• Minimum 1-2 years of experience in hotel reservations or a front office role in a hotel
• Familiarity with hotel systems, particularly Opera Cloud
• Customer-first attitude with exemplary problem-solving and conflict-resolution skills
• Sound experience in handling group bookings and coordinating room blocks
• Strong understanding of hotel operations, including room inventory, rate structures, and reservation policies
• Excellent written and verbal communication skills with a professional phone manner
• Strong administrative and organisational skills with high attention to detail and accuracy
• Demonstrated ability to manage multiple tasks and priorities under pressure
• Proficiency in Microsoft Office Suite: Outlook, Word and Excel

Additional Information

In return for your commitment, we offer:

• Enjoy discounted Heartist® rates across our global network of properties, food and beverage venues, and wellness centers.
• Grow and travel with your career globally
• Continuous learning and investment into your capability, including access to Accor Academy training programs.