Hotel Reservations Operations Specialist

4 days ago

Melbourne, Victoria, Australia beBeeReservations Full time $70,000 - $93,000
Job Title: Reservations Manager

We are seeking a seasoned professional to oversee the pre-opening journey of our hotel, setting up operational foundations and ways of working for the Reservations Function. Once the hotel is opened, this role will ensure exceptional customer experiences by handling reservation inquiries and bookings.

Key Responsibilities:
  • Establish ways of working for the Reservations Function; oversee all aspects of the reservations function across various segments (FIT, OTAs, GDS, Group Block), ensuring accuracy, policy compliance, and optimal revenue performance
  • Handle enquiries, modifications, cancellations, and rebooking promptly across multiple channels while ensuring guest requests are properly recorded and communicated in a professional and timely manner
  • Monitor rate parity across booking platforms, manage inventory balancing, support rate loading, and ensure correct application of segment codes, deposits, and cancellation policies
  • Coordinate with other departments to fulfill guest requests, especially for VIPs or custom needs, and assist in delivering training and maintaining knowledge of IHG One Rewards
  • Liaise with travel agents, tour operators, and external platforms, while identifying upselling opportunities to maximize revenue through added services and upgrades
  • Provide support to Sales when required, create and submit sales proposals, and liaise with relevant stakeholders to drive conversion

What we need from you:

  • Prior experience in Hotel Reservations at Manager capacity, or minimum 1 year at Supervisor level, or a closely related position in hotel operations/commercial; prior experience in Hotel Opening or Conversion is highly regarded
  • Proficiency in adapting to work with various systems
  • Fluent in professional English, both spoken and written
  • Strong problem-solving skills and the ability to handle challenging situations with composure
  • A high standard of face-to-face and virtual communication etiquette, including phone and email; and attention to details
  • A passionate team player, ability to work in a fast-paced environment and prioritise workloads
  • Flexibility in work schedule, as this role may require shift work and weekend availability
  • Prepare and maintain informative and accurate reporting based on business requirement
  • Experience working with Hotel PMS, such as Opera PMS, Opera Cloud, RMS, HotelKey, etc.
  • Legal right to work in Australia without restrictions

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