Assistant Reservations Manager
- Australia
- Permanent
- Full-time
- Serve as the first point of contact, ensuring a flawless, professional, and warm pre-arrival experience that reflects the hotel’s standards of luxury service.
- Coordinate guest requests across various departments, delegating tasks efficiently through the appropriate systems to ensure timely resolution.
- Monitor team compliance with hotel operating standards and policies, ensuring service consistency at every touchpoint.
- Act as the escalation point for guest or colleague concerns, responding promptly and thoughtfully to resolve issues with care.
- Manage ad hoc guest requests with urgency and follow through to completion, ensuring no detail is overlooked.
- Possess a thorough understanding of the hotel’s cancellation and deposit policies; process modifications or cancellations accordingly, and communicate updates promptly to relevant departments to optimise inventory.
- Handle service recovery (‘glitches’) swiftly, involving management as necessary, and accurately logging all feedback into the appropriate system.
- Assist the Reservations Manager with roster planning, ensuring adequate coverage based on hotel business demands.
- Process all reservation requests, changes, and cancellations via phone, email, and extranets with precision and professionalism.
- Train, mentor, and motivate the Reservations team, upholding excellence and accuracy in all guest interactions.
- Ensure all reservation-related communications comply with hotel policies, data protection regulations, and privacy standards.
- Minimum 2–3 years’ experience in a reservations role, preferably within a luxury hotel environment.
- Strong working knowledge of Property Management Systems (e.g., Opera Cloud, SynXis, or similar).
- Familiarity with distribution systems (GDS, OTA extranets) and revenue management principles.
- Proven ability to lead and inspire a small team.
- High level of attention to detail and organisational skills.
- Excellent communication and interpersonal abilities.
- Proficient in English; additional languages are an advantage.
- Available to work a 7-day week rotating roster.
- Embark on a venture with Sydney's newest Luxury Hotel.
- Be a part of likeminded team members who share knowledge to be successful.
- Work with beautifully crafted spaces and amenities in a Heritage building.
- Complimentary meals.
- Full uniform provided and laundered.
- Discounts and more!
- Ability to grow and develop within and opportunities with the group.