Reservations Agent

ABOUT THE HOTEL

Bayside Geelong Hotel & Apartments offers 110 well-appointed accommodations, ranging from hotel rooms and studio apartments to fully self-contained one and two-bedroom apartments. Guests can enjoy a variety of amenities, including multiple meeting and event spaces, a fitness centre, pool and sauna, all just minutes from Geelong’s CBD.

At Bayside Geelong, we aim to provide a personalised and professional experience that keeps our guests coming back, whether they are here for business or leisure. With a diverse array of options to suit every taste and budget, we offer the perfect stay for everyone.

OUR MISSION STATEMENT

To deliver a positive and rewarding experience for our guests, employees, and associates in every interaction with our businesses.

The Role

As a Reservations Agent, you’ll play a key role in managing and enhancing the guest booking experience, acting as the first point of contact in their journey with our hotel. Working across phone, email, and in person, you will manage reservations, respond to guest enquiries, and assist with arrival preparations. Your focus will be on delivering seamless, professional, and friendly service while actively supporting occupancy and revenue goals.

Responsibilities:

Some key responsibilities include (but not limited to):

Respond to reservation enquiries via phone, email, OTA, and direct channels

Accurately input and manage bookings using Opera PMS

Upsell hotel products, room types, and promotions to maximise revenue

Support front office operations, including check-ins and check-outs, as required

Maintain up-to-date knowledge of hotel facilities, local area, and events

Liaise with travel agents, corporate clients, and internal teams to ensure accuracy and service delivery

Prepare daily arrivals, conduct pre-arrival checks, and manage special requests

Resolve guest issues or escalate when appropriate to ensure satisfaction

Process payments and maintain accurate billing records

Selection Criteria:

Essential:

Minimum 1 year of experience in hotel reservations, front office operations, or a customer service role within the hospitality industry.

Excellent verbal and written communication skills

Experience with Opera Cloud PMS (or similar hotel system)

Proficient in Microsoft Office 365

A team-first attitude with a solutions-focused approach

Current driver’s license - Valid

Police Clearance - Valid

Responsible Service of Alcohol (RSA) Certificate - Valid

Desirable:

First Aid Certificate

Full Australian working rights and availability for a 7-day rotating roster, including weekends and public holidays

Knowledge of OTA platforms (e.g., Booking.com, Expedia)

About You

Highly organised and detail orientated

Calm under pressure and solutions-focused

Committed to continuous improvement and interpersonal skills

Thrive in guest-facing environments

Excellent interpersonal skills

High attention to detail and accuracy in data entry

Benefits we offer:

Above award wages

Discounts across our hotel network

Collaborative working environment

As an independently owned and operated hotel, we have the freedom to innovate and implement new ideas quickly and easily