ADDITIONAL INFORMATION

Job Number25117176
Job CategoryRooms & Guest Services Operations
LocationSheraton Grand Mirage Resort Port Douglas, 168-190 Port Douglas Road, Port Douglas, Queensland, Australia, 4877
ScheduleFull Time
Located Remotely?N
Position Type Non-Management
At the heart of local communities, Sheraton brings people together—both our guests and our associates. Discover a community-focused work environment where people care about each other and feel a sense of belonging. We invite you to join the Sheraton community as a Reservations and Room Control Agent because together, we are better. Start your career at Sheraton, where you don’t just work - you belong.

POSITION SUMMARY

The Reservations Department is dedicated to delivering exceptional, personalised guest experiences through technology, clear communication, and a focus on accuracy and efficiency. This supports the success of Sheraton Grand Mirage Resort Port Douglas and Marriott International.

DEPARTMENTAL REQUIREMENTS

• Handle guest requests, maintain data accuracy, support revenue control, and identify sales leads.
• Attend required training, meetings, and maintain open communication with the team.
• Be available for a flexible 7-day roster.Complete and hand over daily checklists effectively.

CORE RESERVATIONS DUTIES

• Manage all FIT reservations, ensuring daily tasks and checklist items are completed (e.g. arrivals, no-shows, cancellations).
• Deliver excellent guest service via phone and email; respond to all requests within 24 hours.
• Maintain strong knowledge of hotel services and local area to inform guests.
• Liaise with departments to fulfill guest needs and exceed expectations.
• Identify upsell opportunities to drive revenue.
• Support Reservations Manager with projects to improve department KPIs.
• Stay updated on Marriott Bonvoy and support enrolment goals.
• Keep workspace clean and report maintenance issues.
• Arrive on time and be ready to work per roster.
• Allocate rooms based on guest preferences, manage oversells, and communicate same-day bookings.Complete other duties as directed.