Reservations & Communications Agent

ROKI Collection is redefining ultra-luxury hospitality in Queenstown, delivering authentic, thoughtful service and unforgettable guest experiences. Designed to provide world-class hospitality through exceptional experiences and meaningful connections. ROKI Collection Queenstown is a 15-suite luxury hotel featuring three distinct dining venues, including New Zealand’s only two-star MICHELIN restaurant, Essence, as well as a dedicated wellness offering for guests, ROKI Pure.

The Role:

Reports To

Reservations Manager

Department

Sales & Marketing – Head Office (Off Property)

Location

Office Based – Queenstown, New Zealand

Employment Type

Full-time (40hrs per week)

Position Summary

Reporting to the Reservations Manager the Reservations & Communications Agent supports the Sales & Marketing Department, with a primary focus on supporting the delivery of the reservations function within the team. Approximately 80% of the role is dedicated to managing reservation enquiries, processing bookings, coordinating guest correspondence, and undertaking reservations & sales administration to ensure a seamless, professional and personalised trade agent and guest experience.

The role also works closely with the Director of Sales & Marketing, external Media Partner and external digital teams to coordinate incoming media visit administration, guest profile database management, maintenance of the accommodation booking engine and the coordination of content across online travel agent (OTA) channels and other digital platforms. Approximately 20% of the role is dedicated to providing administrative support to the Marketing & Media function in the team.

The Reservations & Communications Agent plays a key role in supporting reservations operations, guest communications, and marketing activities, contributing to revenue generation, guest satisfaction, and the overall commercial success of the hotel.

This role requires exceptional organisational and communication skills, a high level of attention to detail, strong technology proficiency, and the ability to effectively manage multiple priorities within a fast-paced luxury hospitality environment.

Key Responsibilities

Reservations Administration Support

• Provide administration support to the Reservations team
• Assist with accommodation reservation enquiries and follow-up communications
• Maintain accurate records in regard to commercial activities
• Support revenue and sales distribution initiatives through data entry and system administration

Booking Engine Management

• Support the ongoing management and maintenance of accommodation booking platforms
• Update offers, packages, descriptions, imagery, and content across the accommodation booking engine
• Conduct regular audits to ensure booking functionality
• Liaise with external suppliers and platform providers to resolve issues and implement updates

Digital Content Support

• Assist the Reservations Manager and Director of Sales and Marketing with managing OTA content

Media & Public Relations Support

• Assist with the coordination of media visits and familiarisation programmes
• Prepare media itineraries, briefing documents, and supporting materials
• Coordinate internal stakeholder communication relating to media stays and experiences.

Trade Sales Support

• Coordinate incoming trade sales requests for the Reservations Manager and Director of Sales & Marketing
• Assist with preparation of trade presentations and collateral
• Maintain trade databases and contact records

Key Relationships

Internal

• Reservations Manager
• Front Office Team
• Director of Sales & Marketing
• Food & Beverage Team
• Wellness Team

External

• Trade Partners
• Sales Representation Partners
• Software and Booking Engine Providers
• Media Representatives
• Tourism Organisations
• Graphic Designers and Marketing Suppliers

About You:

Essential

• Previous experience in luxury hospitality, tourism, reservations, sales, marketing, and administration
• An understanding of Ai and technology systems
• Experience with Canva, Adobe Creative Suite, or similar design platforms is beneficial
• Excellent organisational and time management skills
• Strong written and verbal communication skills
• High attention to detail and accuracy
• Strong Microsoft Office proficiency
• Ability to manage multiple projects and deadlines simultaneously
• Professional presentation and interpersonal skills

Desirable

Knowledge of PMS, CRS, and booking engine platforms