Immediate Start Reservations Team Leader

3 weeks ago

Newcastle, Australia Event hospitality & entertainment Limited Full time

1Position overview

The Reservations Team Leader is the first point of contact for all guest phone, email, and digital enquiries. Acting as the communication hub of the hotel, the role ensures seamless handling of bookings, requests, and guest enquiries, providing accurate information and delivering efficient service that enhances the guest experience.

Our Vision is to lead in creating experiences and properties that escape the ordinary.

Our Purpose is to make the day better for ourselves, our colleagues, our customers, and our communities.

We deliver this through our values of Empowerment (we make it happen), Possibilities (we evolve and innovate), and Community (we make the connection).

2Key Accountabilities

Guest Service & Reservations

- Respond promptly and professionally to all phone, email, and online enquiries.
- Accurately process reservations for individuals and groups in OPERA Cloud PMS.
- Handle guest modifications, cancellations, extensions, early departures, and special requests with accuracy.
- Upsell rooms, packages, and hotel services to maximise guest satisfaction and revenue.
- Record and act on guest preferences and feedback, ensuring personalised service.
- Undertake additional tasks and follow all reasonable management directions as required, provided they are safe, lawful, and aligned with the employee’s skills and training.

Communication & Coordination

- Maintain clear communication with all departments.
- Log guest issues, complaints, and requests accurately in duty logs and guest profiles.
- Monitor and merge guest and company profiles for accurate reporting and recognition.
- Provide guests with accurate local knowledge and hotel information.

Systems & Processes

- Maintain up-to-date knowledge of hotel promotions, rates, packages, and policies.
- Manage “no show” reservations in line with policy.
- Maintain accuracy across all guest records and billing.
- Use PMS and other hotel systems confidently to support daily operations.

Team Support

- Support colleagues and other departments by assisting with ad-hoc duties.
- Contribute to a positive team culture by promoting communication and collaboration.

3Key Metrics

- Accuracy of reservation data entry and guest profile management.
- Achievement of upselling and cross-selling targets.
- Guest satisfaction scores (e.g., post-stay surveys, online reviews).
- Timeliness of response to guest enquiries and requests.
- Resolution of guest complaints and follow-up actions.
- Contribution to overall occupancy and revenue goals.
- Compliance with duty log and reporting requirements.

4What We need from you

- Previous experience in customer service, ideally in a hotel or resort setting.
- Strong communication and interpersonal skills.
- Confident computer literacy, with experience using PMS systems (OPERA preferred).
- Strong organisational skills with the ability to prioritise and work under pressure.
- Professional presentation, adhering to uniform and grooming standards.
- Flexibility to work a rotating roster including nights, weekends, and public holidays.

5Qualifications

- Certificate III in Hospitality, Tourism, or equivalent experience (desirable).
- Formal training in reservations, front office operations, or customer service (preferred but not essential).
- On-the-job training in OPERA Cloud PMS will be provided.

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