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.
KEY RESPONSIBILITIES
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.
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.
About You:
- Relevant experience in a similar role
- Working rights in Australia
- Enthusiastic to escalate your career
- Self-motivated, driven and energized in a fast-paced environment
- Armed with smart solutions and a can-do attitude
Our Benefits:
- Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
- Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
- Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
- Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program
- Opportunity to receive Employee Referral Incentives and get paid for working with your friend
Sheraton Hotel is part of Marriott International's Premium portfolio, which has committed to putting people first for 90+ years. Apply now!
When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
