Cluster Reservations Agent

Cluster Reservations Agent |Based at Adina Southbank, Melbourne | Full Time

At TFE Hotels, we're proud to be one of Australia's leading global hospitality groups. We combine local spirit with international opportunity. We're passionate about people and the experiences we create together, where individuality is celebrated and collaboration comes naturally. Here, you'll be supported to grow, learn and make a real impact with the tools, development and benefits to help you thrive.

About the Role

We are currently recruiting a customer-focused and commercially minded professional to join our Cluster Reservations team Victoria as a Cluster Reservations Agent based at Adina Southbank.

You'll help guests begin their journey by creating confidence from their very first interaction. Through genuine conversations, product knowledge and exceptional service, you'll help turn travel plans into memorable stays. By building strong guest relationships and delivering seamless booking experiences, you'll play an important role in shaping every guest's first impression of TFE Hotels.

Working across multiple properties, you'll enjoy a fast-paced environment where every enquiry is an opportunity to connect guests with the right stay while contributing to occupancy and business success.

Key Responsibilities

• Deliver exceptional customer service through every guest interaction, creating a positive first impression of our hotels. [
• Respond promptly and professionally to reservation enquiries across multiple communication channels.
• Accurately process reservations, amendments and cancellations in accordance with hotel policies and procedures.
• Maintain accurate guest information and reservation records within hotel systems.
• Build strong relationships with guests by understanding their needs and providing tailored accommodation solutions.
• Collaborate with hotel teams to ensure reservation details are communicated accurately and efficiently.
• Maintain knowledge of hotel facilities, room types, packages and promotions to confidently assist guests.
• Contribute to achieving departmental service standards, occupancy goals and revenue targets.
• Manage reservations across multiple hotels while balancing availability and guest preferences.
• Work collaboratively with multiple hotel teams to optimise occupancy and deliver exceptional guest experiences.

Skills & Experience

We're looking for someone who brings:

• Previous experience in reservations, customer service, hospitality or sales support.
• Experience using reservation or hotel management systems is (preferred)
• A passion for delivering exceptional guest and customer experiences.
• Excellent interpersonal, communication and relationship-building skills.
• Advanced training in reservation systems or revenue management is advantageous
• Strong organisational skills and the ability to manage multiple priorities.
• High attention to detail and administrative accuracy.
• A proactive, customer-focused approach to problem solving.
• Confidence using Microsoft Office Suite and business systems.
• Experience using reservation systems, CRM platforms or hotel management systems
• The ability to manage multiple enquiries while maintaining exceptional service standards.
• Experience managing reservations across multiple properties or business units (advantageous).
• The ability to balance competing occupancy demands while maintaining exceptional guest service.

The Benefits

At TFE Hotels, we believe work should feel good for our guests and for our people. This is a place where you can be yourself, feel supported and build a career that grows as you do.

More value every day - Enjoy hotel stays, dining discounts, entertainment savings and everyday deals that support your wellbeing and help your money go further.

Flexibility & wellbeing - Supportive leave options give you time to recharge, reset and prioritise life outside work.

Real career growth - Development through ACADEME and Genie offers hands-on experience, clear pathways and flexible learning to build your career your way.

Strong culture, global opportunities - Be heard in a flat, collaborative culture while accessing global career experiences, travel opportunities and purpose-led work.

Apply Now

A place to belong, to grow and to go further, your way. Apply now and discover where a career with TFE Hotels could take you.