Bolton Hotel is Wellington’s finest independent, New Zealand family-owned and operated five-star hotel. Perfectly located in the heart of the capital, just steps from Parliament and the CBD, we’re within easy reach of the city’s best cafes, restaurants, shopping, and the vibrant waterfront.
We pride ourselves on delivering exceptional moments for our guests through warm, personalised service. As a family business, we offer a supportive workplace where every team member is valued – creating a caring environment that extends to the guest experience. We genuinely love what we do and are proud to be our guests’ home away from home.
We’re looking for a passionate, enthusiastic and highly organised Reservations Agent to join our team!
If you have excellent communication skills, a keen eye for detail and a genuine passion for hospitality, we’d love to hear from you.
About the Role
This is a full-time, salaried position of 40 hours per week, generally working Monday to Friday, 8am to 5pm. Some flexibility will be required to assist on weekends or public holidays when needed.
As our Reservations Agent, you'll play an important role in creating a positive first impression for our guests, managing reservations and enquiries while helping to maximise revenue opportunities for the hotel.
Your key responsibilities will include:
Being the first point of contact for incoming reservation calls and enquiries, providing a warm, professional and personalised experience.
Managing individual reservations, amendments and cancellations accurately and efficiently, in line with hotel policies and revenue strategies.
Conducting pre-arrival checks to ensure all reservation details, guest preferences and special requests are accurately recorded and communicated to relevant departments.
Assisting with the management of room availability, rates and inventory across our booking platforms.
Coordinating group reservations and working closely with other departments to ensure a seamless guest experience.
Identifying opportunities to upsell room categories, packages and hotel services to maximise revenue.
Building positive relationships with guests, corporate clients and travel partners.
As a small, close-knit team, we believe in supporting one another. From time to time, you may also be asked to assist our Front Office, Housekeeping or Food & Beverage teams, making this a varied and rewarding role.
What we're looking for:
We're looking for someone who takes pride in their work, enjoys working with people, thrives as part of a team and excels in a busy hotel environment.
Ideally, you'll bring:
A minimum of one year's experience in a reservations, front office or similar guest service role.
Excellent written and verbal communication skills, with a warm, confident and professional manner.
A genuine passion for hospitality and an understanding of five-star service standards.
Strong organisational skills, excellent attention to detail and the ability to manage competing priorities.
A proactive, self-motivated and dependable approach, with strong problem-solving skills.
Confidence using computer systems and the ability to learn new technology quickly.
A positive, flexible attitude and a willingness to support your colleagues.
High standards of personal presentation and professionalism.
Previous experience with hotel property management systems would be an advantage.
Please note, applicants must already hold the right to work in New Zealand – we are not offering visa sponsorship for this position.