Reservations Operations Specialist

1 week ago

Melbourne, Victoria, Australia beBeeManager Full time $60,000 - $80,000

The role of a Reservations Manager is a crucial one in the pre-opening journey of the hotel. This individual will be responsible for setting up operational foundations and ways of working for the Reservations Function.

Key Responsibilities:
  • Establish effective procedures for the Reservations Function, ensuring accuracy and compliance with hotel policies across various segments
  • Handle guest enquiries, modifications, cancellations, and rebooking promptly across multiple channels, while ensuring that guest requests are properly recorded and communicated
  • Monitor rate parity, manage inventory balancing, support rate loading, and ensure correct application of segment codes, deposits, and cancellation policies to maximize revenue opportunities
  • Coordinate with other departments to fulfill guest requests, particularly 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 to identify upselling opportunities and enhance the guest experience through added services and upgrades
  • Support Commercial Function by providing assistance to the Sales function as needed, creating and submitting sales proposals, and liaising with relevant stakeholders to drive conversion

Requirements:

  • Prior experience in Hotel Reservations at a managerial level, or minimum 1 year at a supervisory level, or a closely related position in hotel operations/commercial
  • Proficiency in computer systems, including adaptability to work with various software
  • Fluent professional English skills, both spoken and written
  • Strong problem-solving abilities and composure under pressure
  • High standards of face-to-face and virtual communication etiquette, including phone and email, with attention to detail
  • A passionate team player, able to work in a fast-paced environment and prioritize tasks effectively
  • Flexibility in work schedule, including potential shift work and weekend availability
  • Ability to prepare and maintain informative and accurate reporting based on business requirements
  • Experience working with Hotel Property Management Systems (PMS), such as Opera PMS or RMS
  • Legal right to work in Australia without restrictions

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