Cluster Reservations Agent
POSITION SUMMARY
The Cluster Group Reservations Coordinator plays a key role in both the coordination of group bookings and the management of all group-related logistics for 2 hotels, AC Hotel by Marriott Melbourne Southbank and Melbourne Marriott Hotel Docklands.
This position ensures exceptional guest experiences by serving as the primary liaison for housing and billing from pre-arrival through departure. Through meticulous planning, clear communication, and collaboration with internal departments and external partners, the coordinator maximizes revenue opportunities while upholding brand standards of service and hospitality. The role demands strong administrative skills, attention to detail, and a commitment to delivering seamless group that exceed expectations.
Key Responsibilities
Client Liaison & Group Planning
- Assist hotel group guests to ensure a successful event from pre-arrival through departure.
- Engage with clients to understand their vision and specific requirements.
- Coordination & Internal Communication
- Prepare and distribute accurate rooming lists, and group resumes to relevant departments.
- Prepare and distribute accurate function sheets, rooming lists, and event resumes to relevant departments.
- Set up proper billing accounts for group bookings (e.g., share-with, room/tax/incidentals, tax exempt, direct/special billing).
- Ensure successful execution of group and accurate final billing.
Administration
- Process reservation requests, changes, and cancellations via phone, fax, or mail.
- Manage contracts, deposits, billing, and post-group reconciliation in line with company policies.
- Ensure all administrative records are accurate and up to date in systems (CRM/PMS).
- Post-Event Engagement
- Conduct post-event follow-ups and solicit feedback to drive continuous improvement.
- Build lasting relationships with clients to encourage repeat business and referrals.
Skills & Competencies Required
- Strong interpersonal, negotiation, and influencing skills
- High attention to detail and excellent organizational abilities
- Clear and professional communication skills
- Excellent planning and organizational abilities
- Strong multitasking and problem-solving under pressure
- Proficient in Microsoft Office, CRM tools, and PMS/event platforms
- Ability to work flexibly, when needed
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
- Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness
AC Hotel is part of Marriott International's Select Stays portfolio, which has committed to putting people first for 90+ years. Apply now!
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
