Guest-Focused Groups & Reservations Lead

Big4 Gold Coast Holiday Park & Motel; Gold Coast City; On-site; AUD 65,000 - 90,000; Full time

Job summary

BIG4 Gold Coast Holiday Park seeks an enthusiastic reservations support professional to manage group bookings, coordinate accommodation and meals, and drive guest satisfaction. You will liaise with catering, front desk and maintenance to ensure seamless stays and timely updates across reservations operations.

You will respond to inquiries, help maximise sales opportunities, and act as the department lead when required, ensuring a memorable guest experience from arrival to departure.

Qualifications

• Ability to manage guest feedback across OTA, social media and email.
• Respond to customer queries and complaints promptly via email, phone and online.
• Coordinate with reception, housekeeping and maintenance for prompt guest service.
• Sales-oriented with knowledge of promotions and in-house activities.

Responsibilities

• Manage all group bookings: accommodation, meals, venues, tours, entertainment.
• Attend to in-house and external enquiries.
• Conduct site inspections.
• Liaise with Catering Manager for meals, function space and menus.
• Create calendar of events for all meal/function requirements and update weekly.
• Complete and distribute function run sheets and relevant information to applicable departments.
• Respond to all group emails and enquiries promptly and accurately.
• Follow up deposits and final payments for groups as per booking terms.
• Greet groups on arrival and farewell on departure.
• Be the point of contact for all group elements and provide support throughout group stay.

Skills

Guest service excellence

Communication skills

Complaint handling

Sales awareness

Team coaching

Training newcomers

Job description

BIG4 Gold Coast Holiday Park seeks an enthusiastic reservations support professional to manage group bookings, coordinate accommodation and meals, and drive guest satisfaction. You will liaise with catering, front desk and maintenance to ensure seamless stays and timely updates across reservations operations.

You will respond to inquiries, help maximise sales opportunities, and act as the department lead when required, ensuring a memorable guest experience from arrival to departure.