Group Reservations Specialist

About Capella Hotels And Resorts
Capella Hotels and Resorts embody excellence in the craft of hospitality. Our vision is to combine tradition, discovery, individuality, and a twist of the unexpected, to create the perfect stay for each guest. Our destinations are designed by world-renowned architects. Our restaurants offer authentic flavours imaginatively reinvented. From the Auriga spas to each location's dedicated and personal guest services, the Capella spirit is holistic, generous, and bespoke.

About Capella Sydney
Nestled in the heart of Sydney, Capella Sydney offers discreet luxury within the golden sandstone walls of a heritage building. An urban oasis where modern elegance meets historical charm, the hotel is home to meticulously curated artworks and interiors that celebrate Australia's stunning panorama. Located steps from the city's most iconic landmarks, Capella Sydney is an extraordinary embodiment of crafted hospitality that encapsulates an immersive cultural experience with unparallelled sophistication and style.

The Role
The Group Reservations Specialist is responsible for selling the hotel and providing information to prospective guests, to capture reservations via various online and offline distribution channels and coordinate details of each reservation, with a focus on group and corporate reservations. This role takes ownership of managing group blocks and rooming lists, providing a flawless pre-arrival experience to group clients, and managing business blocks according to contracted conditions. This role collaborates with the Sales & Marketing, Operations and Finance Teams to ensure maximum guest satisfaction and delivering results according to agreed revenue strategies.

• Responsible for the first impression of the hotel and committed to ensuring a professional, flawless and warm pre-arrival experience.
• Understand the hotel's group cancellation and deposit terms and conditions and process cancellations and modifications accordingly. Promptly relay information to the relevant team members, to ensure optimal utilization of hotel inventory.
• Manages business blocks in Opera Cloud after a handover from the Sales Team, typically once the group turns to definite status. May be required to create and manage a group block for small groups under 10 rooms. Communicates business block changes to Revenue and Sales Teams, to update production reports accordingly.
• Ensures that guest profiles and preferences of group guests are managed with the same attention to detail as individual guests; return guests are recognized, defined special codes / traces are actively used to communicate preference and arrival details; payment instructions are clearly communicated to operations teams.
• Follows-up with Sales Team to ensure that business blocks are maintained, cut-off and payment is managed according to contract. Provides rooming list reports, confirmation letters and pro-forma invoices as required.
• Handle reservations based on prevailing LQA/Forbes and proprietary standards and deliver excellent service performance accordingly.
• Identify repeat guests and ensure accurate updates of their profiles under the appropriate CRM system.
• Collaborate with Finance and Reservations management to ensure that non-guaranteed reservations are released/washed as required.
• Collaborate with the Culturist Team to ensure the highest level of pre-arrival experience.

Talent Profile

• Hospitality or Sales/ Marketing qualifications are preferred.
• Experience in a similar role in the hospitality sector or in customer service capacity.
• Knowledge of Property Management, Customer Relations Management and Distribution systems.
• Excellent verbal and written skills.
• Strong business communication and customer service skills via phone and in writing.
• Working rights in Australia.

Working with Capella Sydney

• Join a vibrant and nurturing workplace.
• Work in elegantly designed areas while enjoying amenities in a historic building.
• Benefit from online LinkedIn training courses aimed at your personal and professional growth.
• Savour complimentary meals during your shifts.
• Enjoy discounts for hotels and group bookings.
• An employee assistance programme (EAP) offering confidential counselling and support.
• Celebrate your birthday with special leave.
• Embrace opportunities for growth and advancement within the organisation.
• We appreciate your understanding that we will only be able to contact shortlisted candidates.