Leader of Guest Experiences

3 days ago

Brisbane, Queensland, Australia beBeeCustomerService Full time $100,000 - $150,000

Group Reservations Manager

We are seeking an experienced and skilled Group Reservations Manager to lead our reservations team across multiple locations. This is a critical role that requires strong leadership, strategic planning, and exceptional customer service skills.

About the Role
  • Lead and oversee the Reservations Department across multiple locations
  • Provide strategic direction and operational oversight to ensure smooth and efficient handling of guest bookings
  • Oversee hospitality reservations systems and procedures, leading innovation projects and ensuring venues are equipped with effective tools to increase revenue and deliver premium guest experiences
Key Responsibilities
  1. Leadership and Direction: Provide leadership and direction to the Reservations Team across multiple locations
  2. Culture and Guest Service: Foster a positive cross-precinct culture that encourages professional growth, collaboration, and exceptional guest service
  3. Reservations Strategies: Develop and implement reservations strategies to achieve occupancy and revenue targets across multiple locations
  4. KPIs and Performance Metrics: Achieve set KPIs for conversion of enquiries generated from digital marketing campaigns, monitor reservation trends, and adjust strategies to market conditions
  5. VIP Clients: Act as the primary point of contact for VIP clients, including on-call phone coverage, providing updates, early access to events, and personalized offerings
  6. Guest Recovery: Lead guest recovery processes for hospitality reservations, ensuring learnings are used to enact positive change
  7. Reporting and Analysis: Provide regular reports on booking trends, performance metrics, and forecasts across multiple locations
  8. Innovation and System Enhancements: Lead innovation and system enhancements in Seven Rooms, ensuring new features are implemented and monitored effectively
  9. New Offerings and Revenue Initiatives: Drive new offerings and revenue-enhancing initiatives in conjunction with Venue Managers
About You
  • Minimum 5 years' experience in a similar role, multi-venue experience highly regarded
  • Strong track record in hospitality reservations leadership within a fast-paced environment
  • Reservations system management experience required (Seven Rooms highly regarded)
  • Proven ability to build trust and maintain strong working relationships across multiple stakeholder groups
  • Experience managing projects and meeting deadlines across multiple locations
  • Strong reporting and analytical capability
  • Flexible availability, with occasional weekend/on-call requirements
Why Join Us?
  • Development opportunities/career pathways
  • 50% team discount precinct wide
  • Wellbeing initiatives including run club and access to independent confidential counselling services
  • Team recognition rewards
  • Extra week of annual leave after 5 years of service
  • A collaborative and inclusive work culture, where your contributions truly matter

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