Reservations Assistant

Launched in 2020 and featured in Vogue, The Design Files, The AFR and more, Sense Of Self (SOS) is a contemporary bathhouse and spa with beautiful design, a big mission, and world-class customer service at its heart. We exist to be a local watering hole for our guests, our team, and our community — a place where everybody is welcome to experience connection, communion, and the deep rest that comes from communal bathing.

We live by our values: setting a new standard for wellness, fostering belonging and agency, and never selling BS.

The Reservations Assistant is often the first voice or message a guest will hear from us, making you an important part of how our community experiences SOS. You'll be the person who helps guests feel cared for before they even walk through our doors — answering their questions, guiding them through booking options, and ensuring their experience begins smoothly and warmly.

This role involves managing a high volume of calls and emails every day. It requires someone who can stay calm and caring even when it's busy, making sure every guest feels listened to and looked after. Going the extra mile for our guests, even in fast-paced moments, is what makes the SOS experience special.

You'll also work closely with our venue staff to make sure the day runs without a hitch, stepping in on the front desk when needed to support arrivals and guest care.

This is a part-time role (around 30 hours per week), spread across five days including Saturdays, so there's space to balance work and life while being a steady presence for our guests and team.

Reservations & Guest Enquiries

• Manage a very high volume of daily bookings across phone, email, and our booking system with care, accuracy, and efficiency.
• Respond to guest questions warmly, clearly and in the company's tone of voice, guiding them through options, finding a resolution and making sure they feel supported from first contact.
• Handle booking changes, cancellations, payments, and gift vouchers in line with SOS policies.
• Demonstrate a calm, professional communication style in a high volume environment

Guest Experience & Communication

• Ensure every interaction reflects the SOS tone of voice — approachable, kind, and grounded.
• Go the extra mile to make guests feel cared for, even during peak enquiry times.
• Capture and pass on important guest details or special requests so the Front of House team can deliver a seamless in-person experience.

Front of House Support

• Work alongside venue staff to ensure each day runs smoothly.
• Step in on the front desk or on the floor as required, supporting check-ins, guest arrivals, and handovers to provide a seamless experience.
• Be a calm, helpful presence that keeps the flow of the guest journey consistent and in line with the SOS values.

Operations & Administration

• Spot, flag and triage potential issues such as double bookings or gaps in scheduling before they become problems as soon as possible.
• Support the Operations Manager with reporting on occupancy, revenue, and guest trends, your insight is invaluable.
• Contribute ideas to improve our reservations process and guest flow, making life easier for both guests and the team.
• Maintain our SOS customer service and reservations documentation as and when required to ensure everything is up to date and in line with any system or operational changes.

Reservations & Guest Enquiries

• 2+ years of experience in a reservations, bookings, or customer service role (hospitality, wellness, or guest-focused industries ideal).
• Confidence using reservations or CRM systems and handling a high volume of enquiries.
• Strong organisational skills and attention to detail.
• Understands the importance of following a process and communicating effectively within a busy and dynamic environment

Guest Experience & Communication

• Exceptional written and verbal communication skills, with a warm, caring tone.
• Ability to stay calm and composed under pressure while maintaining guest care.
• A natural drive to go above and beyond for guests.

Front of House Support

• Comfortable working both behind the scenes and face-to-face with guests.
• Team player who collaborates easily with venue staff to ensure smooth daily operations.
• Willingness to pitch in wherever needed to uphold the guest experience.

Operations & Administration

• Problem-solver with a proactive approach to spotting issues before they escalate.
• Comfortable working with data and reports to track occupancy and trends.
• Keen to contribute ideas to improve systems and processes.

• Join SOS & grow with one of Australia's most progressive wellbeing companies as an reservations superstar
• Alongside a true commitment to employee wellbeing, we offer staff unlimited weekday access to the bathhouse, a full pantry, and a beautiful space to work from
• The opportunity to join the Reservations team at an early stage and grow your career and experience alongside the company's growth