Luxury Hotel Reservation Specialist

5 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $93,500 - $115,500
Reservation Management Expertise

Job Overview

  • Manage reservations to deliver exceptional guest experiences and drive revenue growth through effective conversion of enquiry leads.
  • Lead the reservations team to achieve optimal sales performance, ensuring seamless quality control, interdepartmental communication, and statistical analysis.
  • Maximize hotel occupancy, average rate, and yield by converting all reservation enquiries into bookings, achieving the highest possible occupancy and average rate.
  • Monitor the reservations team's sales performance, including conversion rates, to maintain best practices and ensure brand compliance.
  • Ensure timely and accurate responses to all reservation requests, recording all bookings according to internal SOPs.
  • Regularly review average reservation handling times, coaching and developing Reservation Ambassadors to meet service standards.
  • Upsell higher room categories where feasible and promote Food & Beverage Outlets.
  • Oversee group reservations during peak periods and conduct annual and probationary performance reviews for each Ambassador within the department.
  • Review monthly results with the Assistant Reservation Sales Manager and share findings with the team, providing necessary training to ensure scores above 90%.
  • Maintain open communication between Front Office and Reservations Office, including daily luxury briefings, and monitor allotments to avoid overselling.
  • Collaborate with the Sales team regarding rate requests, rate loading, corporate client issues, upgrades, and feedback.

Essential Qualifications

  • A proven ability to manage, engage, and coach a team.
  • Highly organized with effective task prioritization.
  • Ability to establish rapport and initiate contact easily.
  • Remains calm and effective in high-volume work situations.
  • Excellent working knowledge of Opera and Excel.

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