About the role:
We’re searching for a passionate, organised and relationship-driven Reservations Supervisor to join the commercial heart of Pullman & Mercure Melbourne Albert Park. Reporting to the Reservations Manager, this role is responsible for supporting the day-to-day operations of the Reservations Department while supervising and guiding the Reservations team to deliver a seamless guest experience from the very first interaction.
You’ll work closely with our Front Office, Sales, Business Development, Revenue, and Conference & Events teams, as well as directly with clients, OTAs, tour operators and travel partners, to ensure every booking is planned, delivered and executed seamlessly. This is an exciting opportunity for someone ready to step into a leadership role and make a real impact in how we deliver memorable guest experiences.
Key responsibilities
Supervise, train, coach and support Reservations Agents and Executives, fostering a positive and high-performing team culture.
Manage group room blocks, rooming lists, pick-ups, wash and release dates
Supervise the daily operations of the Reservations team
Process and manage individual and group accommodation bookings
Oversee quoting, contracting, billing, and handovers for group accommodation bookings, including inbound, corporate, conference and special-event groups.
Liaise closely with Conference & Events, Sales, Revenue and Front Office teams
Monitor forward reservations, occupancy and room availability
Ensure accurate reservation input, billing and payment processing
Assist in resolving guest and account enquiries professionally and efficiently
Support upselling initiatives and revenue opportunities
Assist with roster preparation and departmental administration
Build and maintain strong relationships with tour operators, event organisers, travel agents and external partners.
Prepare and distribute group resumes, information, reports and departmental briefings for upcoming arrivals and events.
Oversee accurate loading of rates and guest details into the PMS (Opera) and ensure data quality is maintained.
Proactively manage cancellations, billing issues, disputes and no-show bookings, resolving matters efficiently and professionally.
Monitor forward reservations, stop-sells and market segments in collaboration with the Revenue team to optimise occupancy and yield.
Drive a culture of upselling and revenue maximisation within the reservations team.