Assistant Reservations Manager

3 weeks ago

Sydney, New South Wales, Australia Capella Hotels and Resorts Full time
About Capella Hotels And Resorts

Capella Hotels and Resorts embody excellence in the craft of hospitality. Our vision is to combine tradition, discovery, individuality, and a twist of the unexpected, to create the perfect stay for each guest. Our destinations are designed by world-renowned architects. Our restaurants offer authentic flavours imaginatively reinvented. From the Auriga spas to each location's dedicated and personal guest services, the Capella spirit is holistic, generous, and bespoke.

About Capella Sydney

Capella Sydney is the culmination of a stunning transformation of the heritage listed Department of Education sandstone building, into a luxury hotel that welcome guests and patrons alike into the impressive building for the first time in history. Delivering a guest experience unlike any other paired with lavish amenities, magnificent architecture and refined interiors, Capella Sydney is becoming the ultimate destination hotel for both local and international guests alike, establishing it as one of the finest hotels in the world.

The Role

Step into the spotlight as Assistant Reservations Manager, where your expertise turns enquiries into unforgettable guest journeys. You'll be the mastermind behind every room booking, connecting with guests across multiple channels while ensuring seamless service from the very first touchpoint. With full ownership of the reservations process, you'll work closely with the Reservations Manager, Revenue, Operations, and Finance teams to elevate guest satisfaction and drive revenue success.
  • 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.

Talent Profile
  • 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.

What You Will Receive With Capella Sydney
  • Join a vibrant and nurturing workplace.
  • Work in elegantly designed areas while enjoying amenities in a historic building.
  • Benefit from online LinkedIn training courses aimed at your personal and professional growth.Savour complimentary meals during your shifts.
  • Enjoy discounts for hotels and group bookings.
  • An employee assistance programme (EAP) offering confidential counselling and support.
  • Celebrate your birthday with special leave.
  • Embrace opportunities for growth and advancement within the oorganisation
  • We appreciate your understanding that we will only be able to contact shortlisted candidates.
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