Question 1

What is the difference between a reservation agent and a receptionist?

Accepted Answer

A reservation agent focuses specifically on managing bookings, room inventory and rates through phone, email and online channels. A receptionist handles front desk operations including check-in/check-out. Under the Hospitality Industry Award, reservation agents are typically classified as Reservations employees within the Front Office stream.

Question 2

What award covers reservation agents in Australia?

Accepted Answer

Reservation agent positions are covered by the Hospitality Industry (General) Award 2020 (MA000009). This award applies to employees in hotels, resorts, motels and similar accommodation establishments. Always verify which award applies to your specific property.

Question 3

What classification level should I use for a reservation agent?

Accepted Answer

Under the Hospitality Industry Award, reservation agents typically fall under Level 2-3 depending on experience and additional responsibilities. Senior reservation agents with supervisory duties may be classified at Level 4. See our Hospitality Award pay rates guide for current rates.

Question 4

Should I include pay rates in a reservation agent job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract suitable candidates and sets clear expectations. You can reference the applicable award rate or use phrases like 'Award rates plus penalties' or 'Competitive hourly rate based on experience.' Check the current Hospitality Award rates for guidance.

Question 5

What qualifications do reservation agents need?

Accepted Answer

Formal qualifications aren't always required for entry-level reservation agent positions. Key requirements include excellent communication skills, computer literacy, attention to detail and professional phone manner. Experience with reservation systems (Opera, RMS, Synxis) is highly desirable.

Question 6

Do reservation agents need any certificates?

Accepted Answer

No certificates are legally required for reservation agent duties. However, formal training in hospitality (Certificate III) is beneficial. Some properties provide specific training on their property management system and revenue management practices.

Question 7

What experience should I look for in a reservation agent?

Accepted Answer

For entry-level positions, look for customer service experience, computer literacy, good phone manner and attention to detail. For experienced roles, look for previous reservations or booking experience, familiarity with property management systems, understanding of room types and rates, and proven accuracy with data entry.

Question 8

Can I hire reservation agents without hotel experience?

Accepted Answer

Yes, many properties successfully hire and train reservation agents without prior hotel experience. Focus on transferable skills like customer service, phone manner, computer literacy and attention to detail. Provide comprehensive training on your PMS, room types, rates and booking procedures.

Question 9

Should I hire casual or permanent reservation agents?

Accepted Answer

This depends on your property's booking patterns. Permanent agents provide consistency for regular coverage, while casuals offer flexibility for peak booking periods. Many hotels use a mix — permanent agents for core hours and casuals for extended hours or high-demand seasons. See our guide on casual vs permanent employment trends and simplify employee management with HR software.

Question 10

What penalty rates apply to reservation agents?

Accepted Answer

Under the Hospitality Industry Award, penalty rates apply for: Saturdays, Sundays, public holidays, and shifts outside ordinary hours. Reservation offices may operate extended hours to serve different time zones. Casual employees receive a 25% loading instead of leave entitlements. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for reservation agents?

Accepted Answer

Under the Hospitality Industry Award, the minimum engagement for casual employees is typically 2-3 hours per shift depending on circumstances. Part-time employees also have minimum shift requirements. This ensures employees receive reasonable compensation for attending work. Check the award for specific requirements.

Question 12

What should I include in a reservation agent employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type (casual/part-time/full-time), hourly rate, applicable award, reporting structure, main duties including phone and email handling, work location, shift patterns, uniform requirements and any sales targets or KPIs. Use our digital employment contracts to simplify this process.

Question 13

How far in advance must I provide rosters to reservation agents?

Accepted Answer

Under the Hospitality Industry Award, rosters must be provided at least 7 days in advance. Changes within this period require employee agreement unless due to unforeseen circumstances. Using rostering software helps support compliance and gives staff visibility of their upcoming shifts.

Question 14

What are typical shift patterns for reservation agents?

Accepted Answer

Reservation agent shifts typically align with peak booking inquiry times. Common patterns include 9am-5pm weekday shifts, with some properties extending to evenings and weekends. Larger properties or those serving international markets may have extended reservation office hours or seven-day coverage.

Question 15

What breaks are reservation agents entitled to?

Accepted Answer

Under the Hospitality Industry Award, employees working more than 5 hours are entitled to an unpaid meal break. Paid rest breaks also apply based on shift length. Breaks should be taken at appropriate intervals during the shift. Use break planning tools to support compliance while maintaining reservation office coverage.

Question 16

How do I manage reservation coverage during peak booking periods?

Accepted Answer

During high-demand periods (school holidays, major events), increase reservation agent coverage to handle higher call and email volumes. Use rostering software to schedule additional staff during predictable busy periods and monitor call metrics to improve staffing levels.

Reservation agent job description