Clearly demonstrate to guests and employees a commitment to service excellence.  

Meet Reservations Services benchmarks included but not limited to call conversion, revenue, calls handled and quality assurance. 

Participate in training programs to improve knowledge and reservations sales skills 

Answer inbound and outbound telephone calls and email correspondence in a skills-based environment where transactions range from call transfers and basic information inquiries to complex hotel, dining, spa, event and entertainment reservations. 

Provide guests with resort related information, including description and directions. 

Work order processing through the Maximo system as well as electronic mail. 

Organise, co-ordinate and complete reservations requirements for hotel rooms, dining and spa as well as internal event and entertainment offerings. Provide administrative support  for reservations related functions. 

Maintain a guest focus in all services, ensuring that guest service delivery is timely, effective and efficient and that it meets both the guest’s needs and corporate standards. 

Respond to inbound guest email enquiries, using methods and verbiage defined by management 

Provide guests with a clear picture of The Star Entertainment Group’s products and services; always leading the call without failing to listen to the voice of the guest 

Ensure that guest requests for reservations and other services are met and confirmed; within the guidelines established by management 

Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met 

Review daily hotel arrivals for accuracy and complete related follow up work to ensure arrivals are appropriately prepared for the days shift hand over to each hotel Front Office team 

Action daily checklist tasks 

Review and action bookings from Internal Reservation System that manages internal hotel bookings allocated to various cost centres for complimentary and contra bookings.  

Assist with Star branded general gift card and voucher enquiries and bookings. 

Conducting outbound and sales marketing campaign promotions. 

Present, at all times, a positive view of The Star Entertainment Group when interacting with guests and fellow employees 

Escalate difficult and complex situations to Reservation Services Supervisors as they arise 

Provide management with feedback to improve process, product or service offerings 

Clearly demonstrate to guests and team members a commitment to service excellence through the effective implementation and delivery of The Star Values at all times.  

Maintain confidentiality of all Star Entertainment Group trade secrets and proprietary information including business processes, guest information, marketing plans and any other confidential information 

Perform all other related and compatible duties as assigned. 

Compliance with The Star Entertainment Group’s Sustainability Strategy including waste minimisation and recycling activities and reducing energy and water use 

Ensure compliance with The Star Entertainment Group Code of Conduct, all internal policies and procedures and relevant statutory and regulatory requirements