Reservations Team Lead

4 weeks ago

Melbourne, Victoria, Australia Marriott Full time
Job Summary

We are seeking a highly skilled Reservations Supervisor to join our team at The Ritz-Carlton Melbourne. As a key member of our front office operations, you will be responsible for overseeing the daily activities of the reservations team, ensuring seamless guest experiences, and driving operational excellence.

Key Responsibilities
  • Supervise and coordinate the daily activities of the reservations team, ensuring efficient and accurate handling of reservations in line with The Ritz-Carlton's high standards of service.
  • Maintain a keen focus on anticipating and fulfilling guests' wishes, ensuring each reservation is tailored to meet individual preferences and special requests, thereby enhancing the overall guest experience.
  • Provide guidance and support to the reservations team, fostering a culture of excellence and continuous improvement. Conduct training and performance evaluations to ensure team members are equipped to deliver exceptional service.
  • Oversee the effective use of reservation systems and technology, ensuring data accuracy and leveraging tools to optimize booking efficiency and guest satisfaction.
  • Address and resolve any reservation-related issues or discrepancies promptly and professionally, ensuring guest concerns are handled with care and sensitivity.
  • Work closely with other departments, including front desk and sales, to ensure seamless communication and coordination of guest needs and expectations.
  • Regularly review reservation practices and procedures to identify opportunities for improvement and implement best practices that enhance operational efficiency and guest satisfaction.
  • Generate and analyze reservation reports to monitor performance metrics, identify trends, and provide insights for strategic decision-making.
About You
  • Full working rights required.
  • Proven experience in a supervisory role within a luxury hospitality environment, preferably in reservations or front office operations.
  • Strong proficiency in Opera systems and technology required, with a keen eye for detail and accuracy.
  • Excellent communication and interpersonal skills, with the ability to anticipate and fulfill guests' wishes.
  • Ability to handle complex reservations and resolve issues with professionalism and efficiency in a fast-paced environment.
  • A commitment to upholding The Ritz-Carlton's standards of excellence and delivering memorable guest experiences.
Our Benefits
  • Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family, and friends.
  • Be part of Life with the Works program, where you can enjoy flexible working hours and locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month.
  • Grow, develop, and progress with internationally recognized training programs, unlimited strategic development, and exciting career opportunities within the Marriott International group.
  • Genuine care for associates' physical, emotional, and financial well-being through our Employee Assistance Program.
  • Opportunity to receive Employee Referral Incentives and get paid for working with your friend.
  • Work for the Largest Hotel Network in the World, which values equality, diversity, and inclusiveness.

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