Groups & Reservations Supervisor — Guest Experience & Events

Big4 Holiday Parks; Gold Coast City; On-site; AUD 55,000 - 75,000; Full time

Job summary

Big4 Holiday Parks on the Gold Coast is seeking a Reservations Group Coordinator to oversee group bookings, coordinating accommodation, meals, venues and event orders while delivering a warm, memorable guest experience.

You will support all guest service-related functions, stay aligned with park operations, and act as the department lead in the absence of the reservations manager, driving sales targets and ensuring guest satisfaction throughout their stay.

Qualifications

• Experience handling guest feedback via OTA platforms, email and social media.
• Strong written and verbal communication to respond to queries and complaints.
• Ability to communicate with reception, housekeeping and maintenance to ensure prompt responses.
• Solutions-focused approach to resolving complaints quickly.
• Knowledge of park promotions and activities to maximise sales opportunities.
• Ability to act as department manager when required.
• Ability to coach and train reservations team members.

Responsibilities

• Manage all operational requirements for group bookings including accommodation, meals, venues, tours, and entertainment.
• Attend to in-house and external enquiries.
• Conduct site inspections.
• Liaise with Catering Manager for meals and function space.
• Create calendar of events for all meal/function requirements and update weekly.
• Distribute function run sheets and information to departments in a timely manner.
• Respond to all group emails and enquiries accurately and promptly.
• Follow up deposits and final payments for groups as per terms and conditions.
• Greet groups on arrival and farewell on departure, ideally in person.
• Be the point of contact for all group elements and queries and provide support during group stay.

Skills

Group bookings coordination

Customer service

Sales orientation

Interdepartmental communication

Event coordination

Team training

Job description

Big4 Holiday Parks on the Gold Coast is seeking a Reservations Group Coordinator to oversee group bookings, coordinating accommodation, meals, venues and event orders while delivering a warm, memorable guest experience.

You will support all guest service-related functions, stay aligned with park operations, and act as the department lead in the absence of the reservations manager, driving sales targets and ensuring guest satisfaction throughout their stay.