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Reservations Manager
Evt - Entertainment | Ventures | Travel
Co-ordinates and oversees the Reservations Department to grow revenue and enhance the guest experience.
16d ago
Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Christchurch, Canterbury, New Zealand
Office Full-Time
Company Size
8,000 Employees
Service Specialisms
Entertainment
Travel
Hospitality
Leisure
Sector Specialisms
Entertainment
Hospitality
Leisure
Cinema Operations
Hotel Management
Property Development
Entertainment Technology Services
Outdoor Cinemas
Role
What you would be doing
team leadership
reservation management
customer service
data analysis
strategy development
tech optimization
- 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
opera
ivvy
resilience
accurate
communication
critical 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.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- yes, for employment verification and reference checks.
Company
Overview
1910 Merger
Founding Year
Originated from a merger of film exhibitors in 1910.
1962 Listing
Public Listing
Publicly listed on the ASX since 1962.
A$1B Revenue
Annual Revenue
Generates approximately A$1 billion in annual revenue.
A$2B Assets
Asset Portfolio
Maintains a ~A$2 billion portfolio across venues and properties.
- Operates over 60 hotels and resorts—such as Rydges, QT, Atura, LyLo and the Thredbo Alpine Resort.
- Ventures segment spans property development, media tech (EDGE CT), golf courses, and alpine facilities.
- Projects combine cinematic experiences, dining, wellness and travel under one roof, like spa–cinema hybrids and ski‑resort lodges.
- Uniquely integrates entertainment and travel, offering bars, spas, conferencing and technology‑enabled guest experiences.
- Innovation
- Collaboration
- Passion
- Integrity
- Customer focus
- Sustainability
Net Zero by 2050
Sustainability Target
The company has set a goal to achieve net-zero emissions by the year 2050, demonstrating a long-term commitment to combating climate change.
- Committed to reducing carbon emissions
- Energy-efficient initiatives across all operations
- Implementation of sustainable practices in venue operations
- Focus on waste reduction, including recycling and waste management systems
- Adopting renewable energy sources in some of their venues
40% Leadership
Gender Diversity
Women hold 40% of leadership positions, reflecting a commitment to gender equality.
- Focus on creating an inclusive work environment
- Ongoing programs to support gender equality and work-life balance
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