Job Reservations Sales Specialist, The Rocks

About Capella Hotels and Resorts.

Capella Hotels and Resorts embody excellence in the craft of hospitality. Our vision is to combine tradition, discovery, individuality, and a twist of the unexpected, to create the perfect stay for each guest. Our destinations are designed by world-renowned architects. Our restaurants offer authentic flavours imaginatively reinvented. From the Auriga spas to each location's dedicated and personal guest services, the Capella spirit is holistic, generous, and bespoke.

Capella Sydney is the culmination of a stunning transformation of the heritage listed Department of Education sandstone building, into a luxury hotel that welcomes guests and patrons alike into the impressive building for the first time in history. Delivering a guest experience unlike any other paired with lavish amenities, magnificent architecture and refined interiors, Capella Sydney is becoming the ultimate destination hotel for both local and international guests alike, establishing it as one of the finest hotels in the world.

Position Summary

The Reservations Sales Specialist is responsible for selling the hotel and providing information to prospective guests, to capture reservations via various online and offline distribution channels and coordinate details of each reservation to ensure the highest level of customer service. The role collaborates with the Sales & Marketing, Operations and Finance Teams to ensure maximum guest satisfaction and delivering results according to agreed revenue strategies.

The Role

• Process all reservation requests, changes, and cancellations received via phone, email, and online distribution platforms.
• Be the liaison between OTAs, Travel Agencies and the hotel in communicating and managing availability, pricing and room reservations.
• Be the champion of the local culture, heritage sites, events and trends to be able to provide recommendations and directions for the guests.
• Handle reservations based on prevailing LQA/Forbes and proprietary standards and deliver excellent service performance accordingly.
• Identify repeat guests and ensure accurate updates of their profiles under the appropriate CRM system.
• Ensure that reservations are recorded according to agreed system codes, to track business under the correct rate plan, market segment and booking source.
• Prepare and process pro-forma invoices and advance deposits, track payment status and collaborate with Finance and Reservations management to ensure that non-guaranteed reservations are released as required.
• Monitor incoming reservations via online channels, review details and follow-up with clients to ensure booking details are clear and all information is available for a seamless arrival experience.
• Collaborate with the Culturist Team to ensure highest level of pre-arrival experience.
• Handle complaints and resolve service 'Glitches' in a timely manner, involve management as needed and keep a record of all feedbacks under the appropriate system.
• Collaborate with Director of Revenue to ensure that guest feedback, requests and pre-arrival experience is considered when shaping revenue strategies.

Talent Profile

• Hospitality or sales/Marketing tertiary qualifications are preferred
• Experience in a similar role in the hospitality sector or in customer service capacity
• Knowledge of Property Management, Customer Relations Management and Distribution systems
• Excellent verbal and written skills
• Strong communication skills via phone
• Valid working rights in Australia

*Kindly be informed that only shortlisted candidates will be contacted.