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Central Reservations Manager
2 weeks ago
About Us
Q1 Spa & Resort along with Rhapsody Resort run under Roamfree Hotels which operates six 4/4.5 Star Serviced Apartment Resorts in QLD & VIC. Our Central Reservations Manager will operate out of our largest and most iconic building, Q1 Resort & Spa, located in Surfers Paradise.
We invite you to join our motivated teams in leading our Central Reservations team for Q1 Spa & Resort and Rhapsody Resort. If you are passionate about managing teams, have exceptional customer service and someone that takes pride in delivering positive business results in hotel occupancy and revenue, then this role is for you.
About the role
We're seeking a dynamic Reservations Manager to lead the daily operations of our Reservations ensuring a seamless booking experience for our guests while driving team performance and fostering a culture of accountability, growth, and results. Supported by the Group Revenue Manager, GMs and Group Operations Manager, you and your team will be responsible in creating memorable travel experiences for our guests.
Key Tasks include:
Reservations Management
- Ensure accurate and timely processing of reservations through various channels (phone, email, website, OTAs)
- Assist the Revenue Manager to maximise occupancy and revenue.
Call Monitoring and Performance Analysis
- Analyse telephone calls & data, including quality of calls, call volumes, response times, and conversion rates
- Implement improvements based on call analysis to enhance guest experience and efficiency
Sales Target Preparation and Budget Alignment
- Drive sales targets that align with each hotel's budget and overall financial goals monitoring sales performance against targets driving the team to achieve these objectives
- Collaborate with the Revenue Manager as necessary to assist in setting dynamic pricing strategies in achieving sales objectives
Online Travel Agents (OTAs)
- Provide the Revenue Manager with daily feedback on OTA accuracy of hotel listings ensuring the OTAs are complying with their contracts, commission rates, and promotional activities
- Assist the Revenue Manager to track and analyse OTA performance data, identifying trends and suggest areas for improvement
Collaboration with Hotel General Managers
- Work closely with General Managers to understand property-specific needs and challenges providing regular updates on reservation performance, sales targets, and market trends
- Support the Revenue Manager in developing strategies to maximise occupancy and revenue
Performance Management and Incentive Programs
- Lead, mentor, and manage the reservations team to ensure high performance and engagement, implementing & managing performance metrics to evaluate team and individual achievements
- Develop and administer incentive programs to motivate staff and drive sales performance
Reporting and Analysis
- Generate comprehensive reports on reservation performance, call analysis, and sales metrics
- Provide data-driven insights and recommendations to the Revenue Manager, Group Operations Manager & GMs
- Monitor market trends and competitive performance assisting the Revenue Manager with strategic decisions
- Create a Training plan for the Reservations Department, including on boarding a new staff member, upselling initiatives, cross selling and property directories
About you
- Tertiary qualifications in a Business-Related or Hospitality & Tourism Management is preferred
- Previous management experience in reservations and/or group reservations role is essential
- Experience with a property management system is highly desirable
- Proven experience in managing and developing a team
- Extremely high attention to detail
- Time management skills with the ability to multitask
What we offer
- Uniforms supplied
- Free Car parking
- Incentives
- Support via our Employee Assistance Program
Our Values
We are a family owned business and genuinely care about our staff offering both internal support and recognition, combined with an Employee Assistance Program.
