• Job Description

  Req#: REF66883A

  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.

  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

  What is in it for you:

  • Training & development within an experienced team environment
  • Career opportunities within our hotel and/or the Accor Group
  • Worldwide Accor Hotel accommodation discounts, free on-site car parking, yearly free 1 night’s accommodation plus more

  Our commitment to Diversity & Inclusion:
  We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
  
  Why work for Accor?
  We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
  By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

  Discover the life that awaits you at Accor, visit https://careers.accor.com/

  Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

• About the company

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