Hotel Reservation Leader

3 days ago

Melbourne, Victoria, Australia beBeeReservation Full time $70,000 - $90,000

At Crowne Plaza Melbourne Carlton, we are poised to open a vibrant cosmopolitan hotel experience in the heart of Melbourne's Innovation District. Our hotel offers an unparalleled destination for business and leisure travelers alike.

Job Description

Our Reservations Manager plays a crucial role in our pre-opening journey, setting operational foundations and leading a collaborative workplace culture.

  • Developing efficient reservation processes and procedures.
  • Ensuring exceptional customer experiences by handling inquiries and bookings.

The primary responsibilities include providing professional service to customers, coordinating guest requests, and assisting with hotel preparations.

Key Responsibilities
  • Reservations Management: Establish and oversee all aspects of reservations across various segments (FIT, OTAs, GDS, Group Block).
  • Customer Service & Communication: Handle enquiries, modifications, cancellations, and rebooking promptly across multiple channels.
  • Revenue & Inventory Control: Monitor rate parity across booking platforms, manage inventory balancing, support rate loading, and ensure correct application of segment codes, deposits, and cancellation policies.
  • Collaboration & Training: Coordinate with other departments to fulfill guest requests, assist in delivering training and maintaining knowledge of IHG One Rewards.
  • Third-Party Relations & Upselling: Liaise with travel agents, tour operators, and external platforms, identify upselling opportunities to maximize revenue through added services and upgrades.

A glimpse into your day-to-day:

  • Supporting Front Office Manager in establishing departmental operations excellence.
  • Delivering trainings and promoting collaborative workplace culture.
  • Assisting with hotel preparations for guest arrivals.

Requirements:

  • Previous experience in Hotel Reservations at Manager capacity or minimum 1 year at Supervisor level, or a closely related position in hotel operations/commercial.
  • Computer savvy and versed 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.
  • Flexibility in work schedule, as this role may require shift work and weekend availability.

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