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Reservations Manager
Evt - Entertainment | Ventures | Travel
Operates cinemas, hotels, restaurants, resorts and leisure ventures across Australia, NZ and Germany
Coordinating and overseeing the Reservations Department to grow revenue and enhance guest experience.
Recruit, train, and supervise a team of reservation agents.
Develop and implement reservation policies, procedures, and best practices to streamline operations.
Collaborate with the Director of Operations and Sales & Marketing team to develop pricing strategies, promotions, and packages to drive revenue growth.
Ensure that reservation agents provide exceptional customer service to all guests, addressing inquiries, concerns, and special requests promptly and professionally.
Deciding: Makes prompt decisions, even when they involve risk; makes tough decisions, even when they involve tough choices; makes well-informed and considered decisions; takes responsibility for results.
Technology and Tools:Stay updated on reservation management software and tools to optimise processes and enhance guest experiences.Ensure the reservation system is maintained and updated regularly.
Strategy and Planning:Collaborate with the Director of Operations and Sales & Marketing team to develop pricing strategies, promotions, and packages to drive revenue growth.Analyse market trends and competitor strategies to identify opportunities for improvement.Create and maintain an annual reservations plan and budget.
Reporting and Analytics:Monitor and analyse reservation data to track performance against goals and Key Performance Indicators.Generate regular reports to inform management of reservation trends, occupancy rates, and revenue.
Delivering Results: Sets objectives that align with team and organisational goals; develops plans, commits to timelines, and uses time effectively; anticipates, allocates, and monitors resources to deliver work requirements; documents job information.
Achieving budgets and forecasting
Reservation Management:Develop and implement reservation policies, procedures, and best practices to streamline operations.Monitor reservation requests through various channels, including phone, email, website, and third-party platforms.Ensure accurate recording of guest information, special requests, and preferences.Manage inventory and room allocations to maximise occupancy and revenue.
Manage inventory and room allocations to maximise occupancy and revenue.
Ensure accurate recording of guest information, special requests, and preferences.
Team Leadership:Recruit, train, and supervise a team of reservation agents.Conduct regular performance reviews and provide coaching and feedback to team members.Foster a positive work environment that promotes teamwork and excellence in customer service.
Handle escalated customer issues and ensure satisfactory resolutions.
Foster a positive work environment that promotes teamwork and excellence in customer service.
Stay updated on reservation management software and tools to optimise processes and enhance guest experiences.
Customer Service:Ensure that reservation agents provide exceptional customer service to all guests, addressing inquiries, concerns, and special requests promptly and professionally.Handle escalated customer issues and ensure satisfactory resolutions.
Conduct regular performance reviews and provide coaching and feedback to team members.
Leadership: Leads groups and delegates work based on skills and potential; empowers others and motivates high performance; sets clear expectations and standards for performance; monitors work and coaches others to develop their full potential.
Generate regular reports to inform management of reservation trends, occupancy rates, and revenue.
Monitor and analyse reservation data to track performance against goals and Key Performance Indicators.
Monitor reservation requests through various channels, including phone, email, website, and third-party platforms.
Analyse market trends and competitor strategies to identify opportunities for improvement.
Ensure the reservation system is maintained and updated regularly.
Create and maintain an annual reservations plan and budget.
What you bring
resilience
hotel
opera
communication
accuracy
thinking
Resilience: Works productively under pressure; maintains a positive outlook; controls emotions; handles failure or criticism well and learns from it.
Demonstrated previous experience working in reservations or similar hotel role
Knowledge of hotel operating systems, e.g., Opera, iVvy
Communication: Understands spoken and written information; speaks and writes clearly and understandably; presents with confidence; gauges audience reaction, interest, and understanding, and adjusts communication style or content accordingly.
Accurate task completion
Critical Thinking: Gains an understanding of the situation or problem; evaluates, integrates, and categorises information to identify issues, patterns, trends, and relationships; challenges assumptions and draws informed conclusions that enable effective approaches and solutions.
Benefits
Information not given or found
Training + Development
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Interview process
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Visa Sponsorship
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Security clearance
yes, background checks will be conducted for the reservations manager position.
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