Reservations Agent (Full-time)

At AC by Marriott Gold Coast, we’re bringing The Perfectly Precise Hotel to life — a stylish, thoughtfully edited experience for the modern traveller, where purposeful design, attention to detail and effortless service come together.

As a Reservations Agent, you’ll be one of the first connections our guests have with the hotel, creating a seamless and professional booking experience from the very beginning.

Working across both FIT and group reservations, you’ll help manage individual bookings, group room blocks and reservation enquiries while ensuring every detail is accurate, considered and aligned with the AC Hotels experience.

As part of our pre-opening team, you’ll also help establish the systems, standards and ways of working that will shape the guest journey from day one.

In this role, you will:

• →Process new reservations, amendments and cancellations across both FIT and group bookings.
• →Identify guest needs and recommend the most suitable room type, rate and package.
• →Manage group room blocks, rooming lists and booking details.
• →Accurately enter and maintain reservation information in the reservation system.
• →Explain rates, guarantee requirements, cancellation policies and booking conditions clearly and professionally.
• →Record and coordinate special requests to support a seamless guest experience.
• →Respond to enquiries regarding hotel facilities, services and accommodation.
• →Apply appropriate rate codes, packages and special reservation types.
• →Use effective sales techniques to maximise room revenue and identify opportunities to convert enquiries into bookings.
• →Follow escalation procedures when resolving reservation or guest concerns.
• →Work closely with Sales, Events, Revenue, Front Office and other departments to ensure booking details are communicated accurately.
• →Maintain guest privacy, confidentiality and Marriott International standards at all times.

We’re looking for someone who is organised, personable and naturally attentive to detail.

You’ll ideally bring:

• Strong communication skills and a professional telephone manner.
• Excellent attention to detail and accuracy when managing booking information.
• Confidence managing multiple enquiries and priorities in a fast-paced environment.
• A guest-focused mindset with the ability to anticipate needs and provide thoughtful service.
• Strong organisation and problem-solving skills.
• Previous reservations, hotel, travel or customer service experience is advantageous, but not essential.
• Experience working with both individual and group reservations would be highly regarded.