Reservations Agent

• $29.70 per hour
• 30 Minimum guaranteed hours per week
• 2 Positions

At Onsen Hot Pools and Day Spa, we do not just offer a service, we create an unforgettable experience. Nestled in Queenstown’s breathtaking landscape, we create a world-class retreat of relaxation, indulgence, and connection.

We are passionate, and proud of what we do. Every team member plays a part in shaping the journey, elevating every detail, embracing what is next, and growing together.

We are looking for a Reservations Agent to join our team and be an important part of the guest journey, from the very first enquiry through to the moment they arrive at Onsen.

About the role

As a Reservations Agent, you will be responsible for managing reservations and enquiries while delivering a warm, professional and personalised level of customer service. You will be the first point of contact for many of our guests, so your ability to communicate confidently, provide accurate information and genuinely care about helping people will be key to your success.

This is a varied and fast-paced role where you will:

• Respond to customer enquiries by telephone, email and online channels
• Provide accurate information about Onsen's services, facilities, rates, packages and availability
• Make, amend and confirm reservations for individual guests and booking agents
• Assist guests with special requests and booking requirements
• Process payments and credit card transactions accurately and securely
• Maintain accurate and up-to-date reservation records and databases
• Manage waitlists and proactively contact guests when suitable availability becomes available
• Work closely with our Front Desk, Drivers and Day Spa teams to coordinate guest requests and create a seamless experience
• Handle customer concerns and complaints professionally, focusing on positive outcomes
• Assist with guest check-in and escort guests to their pool rooms when required
• Maintain a strong knowledge of our services, facilities, packages and offerings.
• Support other departments and undertake other reasonable duties as required.

About you

We are looking for someone who genuinely enjoys helping people and takes pride in delivering an exceptional customer experience.

Ideally you will have:

• Previous experience in reservations, reception, customer service or administration
• Excellent written and verbal communication skills in English
• A professional, friendly and personable manner
• Strong attention to detail and excellent organisational skills
• Good computer and numeracy skills, with the ability to quickly learn new systems
• Experience with IBIS or a similar reservation system is advantageous
• The ability to remain calm, organised and professional during busy periods
• A strong work ethic, initiative and the ability to manage multiple tasks and priorities
• The ability to work both independently and as part of a team
• Flexibility to work across a 7-day rotating roster, including mornings, evenings, weekends and public holidays

If you are someone who loves working with people, enjoys a fast-paced environment and takes pride in getting the details right, we would love to hear from you.