Hotel Reservations Team Leader

Crown Resorts Limited; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Crown Resorts in Melbourne seeks an experienced Hotel Reservations Team Leader to guide a busy Reservations team, ensuring outstanding service. You will coach, support and develop a team of reservation agents while driving performance and revenue across Crown's hotel portfolio.

Reporting to the Reservations Manager, you will monitor availability, manage shifts, conduct reviews and partner with hotel operations to meet occupancy goals.

Qualifications

• Previous leadership or supervisory experience within a hotel reservations, hospitality, contact centre or customer service environment.
• Proven ability to motivate, coach and develop teams to achieve performance outcomes.
• Strong communication and stakeholder management skills.
• Excellent organisational skills with the ability to manage competing priorities.
• A passion for delivering exceptional guest experiences.
• Strong analytical and reporting capabilities with a keen eye for detail.
• Advanced Microsoft Office skills.
• Experience using Opera Property Management System (or a similar reservations platform) will be highly regarded.
• Hospitality, tourism or business-related qualifications are advantageous.

Responsibilities

• Lead, coach and develop a team of Reservations Agents.
• Conduct performance reviews, provide regular feedback and support ongoing development and career growth.
• Foster a positive and engaging team culture through recognition, coaching and leadership.
• Monitor hotel inventory and room availability, ensuring effective communication with operational stakeholders.
• Support workforce planning, shift coverage and operational efficiency across the department.
• Drive adherence to service standards, procedures and best-practice reservation processes.
• Handle guest escalations and ensure timely, professional resolution of customer concerns.
• Coach team members on customer service excellence, call quality and service standards.
• Monitor booking quality, reporting, call traffic and upselling performance metrics.
• Identify opportunities to improve productivity, efficiency and revenue outcomes.
• Maintain strong relationships with hotel operations, VIP Gaming and other key stakeholders.

Skills

Leadership

Coaching

Stakeholder management

Customer service excellence

Education

Hospitality, tourism or business-related qualifications

Tools

Opera PMS

Microsoft Office

Job description

Better begins here Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop. We are currently seeking an experienced Hotel Reservations Team Leader to join our Melbourne team and play a key role in delivering exceptional guest experiences while leading a high-performing reservations function.

About the Role

Reporting to the Reservations Manager, you will lead the day-to-day operations of the Reservations team, ensuring exceptional service delivery to both internal and external customers. This is a hands-on leadership role where you'll coach, support and develop a team of reservation agents. You will be responsible for driving team performance, maintaining operational excellence and supporting occupancy and revenue objectives across Crown's hotel portfolio.

Key Responsibilities

• Lead, coach and develop a team of Reservations Agents
• Conduct performance reviews, provide regular feedback and support ongoing development and career growth
• Foster a positive and engaging team culture through recognition, coaching and leadership
• Monitor hotel inventory and room availability, ensuring effective communication with operational stakeholders
• Support workforce planning, shift coverage and operational efficiency across the department
• Drive adherence to service standards, procedures and best-practice reservation processes
• Handle guest escalations and ensure timely, professional resolution of customer concerns
• Coach team members on customer service excellence, call quality and service standards
• Monitor booking quality, reporting, call traffic and upselling performance metrics
• Identify opportunities to improve productivity, efficiency and revenue outcomes
• Maintain strong relationships with hotel operations, VIP Gaming and other key stakeholders

About You

You are a people-focused leader who enjoys coaching teams, driving performance and delivering exceptional customer experiences in a fast-paced environment.

To be successful, you will bring:

• Previous leadership or supervisory experience within a hotel reservations, hospitality, contact centre or customer service environment.
• A proven ability to motivate, coach and develop teams to achieve performance outcomes.
• Strong communication and stakeholder management skills.
• Excellent organisational skills with the ability to manage competing priorities.
• A passion for delivering exceptional guest experiences.
• Strong analytical and reporting capabilities with a keen eye for detail.
• Advanced Microsoft Office skills.
• Experience using Opera Property Management System (or a similar reservations platform) will be highly regarded.
• Hospitality, tourism or business-related qualifications are advantageous.

Why Join Crown?

• Join one of Australia’s most iconic hospitality and entertainment brands.
• Lead and influence a large, diverse and high-performing team.
• Develop your leadership career within a business that values growth and internal progression.
• Be part of a supportive and collaborative team culture.
• Enjoy opportunities for ongoing learning, development and recognition.

Please note: To support the needs of our operation, this role works across a 7-day rotating roster. The successful candidate will be flexible and available to work a variety of shifts between 7:00am and midnight, including weekends and public holidays as required. On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.

Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.

Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating joyful experiences for our guests and our people. Our Talent Community is a place to stay connected with life at Crown Resorts. You can expect better exposure, opportunities, experiences, and learning. It’s a place where you can create joy for the people who visit us, the cities we live in and the teams we work with. Supported by your leader, you can enjoy a better balance in your lifestyle and feel a better you.