Cluster Reservations Agent (Groups)

It’s an exciting time to be at TFE Hotels. We’re growing fast, and we’re surrounded by opportunities in new geographies, and across our existing hotels. The best part is we’re big enough to grab those opportunities, and small enough that you can get involved and make a direct difference to the way we operate.

Sure, we help build the dream, but it’s our Cluster Reservations Agent - Groups, at our centralised reservation team based at Rendezvous Heritage Hotel, Auckland that turns that daydreamed experience into reality.

About the role:

Reporting to the New Zealand Cluster Reservations Supervisor, you manage groups and corporate bookings to help turn guests’ daydreamed travel experiences into reality – from a mere thought into a confirmed booking. Through your inquisitive, persuasive and caring nature, you build lasting professional relationships are always ready to ‘sell’ and maximise hotel reservations and packages. You show your passion for delivering exemplary customer service by striving to make each “group stay” experience exceptional and memorable. You have oodles of initiative; you learn all property and room types at all hotels within the cluster to maximise conversion, yield management and effective distribution of inventory.

Key responsibilities (not limited to):

• Manage and process all groups reservations across multiple hotels across New Zealand
• You are the main point of contact for bookings via our external stakeholders like travel agents, event creatives, airlines and corporate planners
• Identify guest reservation needs and determine appropriate room type for the Guests and groups based on the hotel
• Ensure revenue maximisation by upselling guest rooms, packages and hotel facilities where possible
• You will ensure group information sheets are correct, all special guest needs catered for by the hotels and all paperwork is confirmed correctly in the system
• Handle booking requests, changes, and cancellations, via phone, email, and online systems for all hotels within New Zealand
• Check contracts issued by the Sales & C&E Departments

About you:

• Previous experience, in hotel reservations is highly desirable
• Highly organised with strong attention to detail
• Experience with a PMS, such as Opera Cloud, Protel and RMS
• Familiarity with distribution channels
• Computer literacy in MS Office
• Excellent phone manner with a guest focus
• Ability to work in a-paced environment requiring multitasking and problem-solving
• High standard of attention to detail and communication (written & verbal)
• Excellent grooming and personal presentation
• Full-time permanent working rights for New Zealand (essential)

Why TFE Hotels:

• Supportive, friendly team and company culture
• Global hotel discounts for you and your family and friends
• Travel and wellness discounts
• Paid Birthday leave to celebrate the day and eat cake
• Food and Beverage discounts at our cool bars with amazing views
• Leave options to attend to the things in life that are important to you
• Paid parental leave
• International exchange opportunities.
• Learning, development, and career progression
• Community - Giving back out there, feels extra good here
• Recognition with your chance to shine

Like you, we nurture and celebrate the passionate and the talented, and we promise to give more back. So, dive in and find more as part of our team at TFE Hotels!

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Life at TFE is brimming with possibility. We’re the only international hotel group headquartered in Sydney, and we’re looking for passionate people ready to dive in and move with us. Today, we have 70+ hotels, seven brands, in eight countries… and we’re not stopping there, with new hotels underway and more in the pipeline. Everyone at TFE is invited to take ownership and help shape our future. If you’re authentic, flexible, and talented, you’ll find more than you expected, and we’ll support you every step of the way.