Reporting to the Director of Revenue, you will lead the day-to-day operations of the Reservations department, ensuring every enquiry and booking is handled with accuracy, professionalism and a genuine luxury service mindset.
You will:
- Lead and develop the Reservations team, creating a high-performing, accountable and engaged culture.
- Oversee all individual, group, VIP, corporate and leisure reservations, ensuring accuracy across room types, rates, packages, inclusions and guest preferences.
- Drive conversion and upselling opportunities, identifying ways to maximise room revenue and enhance the guest experience.
- Monitor reservation queues, cancellations, no-shows, amendments and outstanding enquiries to ensure opportunities are not missed.
- Champion a personalised and anticipatory approach to every guest interaction, from initial enquiry through to arrival.
- Build strong relationships with repeat guests and VIPs.
- Partner closely with Revenue, Front Office, Guest Relations, Sales and other hotel departments to optimise performance and deliver a seamless guest journey.
- Identify and resolve complex reservation matters with sound judgement and a solutions-focused approach.
- Ensure departmental procedures, systems and service standards are consistently followed.
- Understand market trends, competitor activity and key demand drivers and translate these into commercial opportunities.
- Manage rostering, leave planning and resources to ensure the department is appropriately staffed and supported.
- Coach and develop the team across product knowledge, systems, sales capability and luxury service standards.
- Monitor performance against agreed KPIs and provide regular coaching, feedback and recognition.