Reservations Agent

About the role

Join a hospitality environment where genuine care, attention to detail, and kindness shape every guest experience. This role sits within a global hotel network and supports local sustainability efforts while encouraging you to make a meaningful contribution to the community around you. The organisation also places strong emphasis on employee wellbeing and a balanced working life.

The purpose of the position is to anticipate guest needs and personalise each stay so that every reservation becomes the start of a memorable experience.

What you will do

You will be the first point of contact for guests and play a key role in shaping the stay from the very beginning. The role focuses on handling reservations efficiently while helping maximise occupancy and revenue through smart room and rate management.

• Handle and enter group, FIT, and corporate bookings in line with the hotel’s reservation procedures.
• Respond to calls quickly, within three rings, using the approved hotel greeting and collecting all necessary details in a professional and courteous manner.
• Look for thoughtful ways to connect with guests and create warm, memorable interactions.
• Update all group checklists on the same day they are received.
• Prepare and send group invoices to companies or agents and follow up on any overdue payments.
• Support upselling efforts and enrol guests into the Accor Live Limitless programme.
• Work closely with the Sales team and Food & Beverage team for conferences and event arrangements.
• Take ownership of all enquiries and ensure they are dealt with appropriately.
• Make sure all outgoing correspondence follows company procedures and that any unusual correspondence is approved by the Operations Manager.
• Help prepare and verify the rate manual.
• Review and amend rates in the computer system when required.
• Follow the published rate manual and rate advertisements; any exception to published rates must be approved through the Reservations Manager.
• Maintain a proactive selling mindset to improve both occupancy and room rates.

Brand and culture

The role is expected to reflect the hotel’s brand values, including a refined French-inspired style, a passion for excellence, and a warm, personalised service approach. It also involves supporting local culture and community connections while creating distinctive guest experiences that blend French influence with the destination’s identity.

Qualifications and experience

Applicants should bring at least one year of experience in reservations or front office work. Previous experience in a luxury five-star setting is preferred. Strong working knowledge of Opera is required, along with familiarity with Accor ResWeb and DataWeb. The ideal candidate will have a strong appreciation for premium hospitality, a sharp eye for detail, and the ability to build trust and rapport at all levels. Excellent listening and negotiation skills are important, as is a consistently professional personal presentation.

Additional information

This is a permanent part-time position offering 25 hours per week. Sponsorship is not available for this vacancy.

The employer offers competitive pay along with a range of benefits and support, including:

• Daily staff meals, dry-cleaned uniforms, and a laundry allowance, plus anniversary stays with food and beverage credit.
• Access to a free gym and ski hire during the winter season.
• Employee assistance, wellbeing and mental health support, and progressive policies such as 12 weeks of paid parental leave and rainbow-inclusive practices.
• Social activities and community involvement opportunities throughout the year.
• Career growth support at the New Zealand Hotel of the Year 2024.
• Training, development, and leadership support through Accor programmes.
• Discounted hotel stays, dining, and spa services worldwide for employees and their friends and family.
• Long-term recognition programmes, awards, and incentives.
• Opportunities for advancement and international career progression within Accor.
• Refer-a-friend incentives.
• A supportive and friendly workplace.

The company also states that it is committed to diversity and inclusion, welcomes diverse talent, and can offer reasonable adjustments during the recruitment process if needed.

Eligibility

This role is intended for candidates who have the required reservations or front office experience and can work in Queenstown on a permanent part-time basis. As stated by the employer, sponsorship is not provided for this position.