Luxury Reservations & FXP Shift Leader

The Fullerton Hotel Sydney; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Uniform provided

Birthday off after probation

Staff accommodation discounts

Discounts on food & beverage

Job summary

The Fullerton Hotel Sydney in Sydney CBD NSW is seeking an FXP and Reservation Lead to guide the Reservations and FXP team across shifts, ensuring exceptional guest service and efficient bookings. You will coach colleagues, resolve escalations, and collaborate with Revenue and Front Office to optimize performance during peak seasons.

Ideal candidates have leadership experience in luxury hospitality, strong communication skills, and a collaborative approach to developing staff.

Qualifications

• Previous leadership experience in luxury hotel reservations or front office.
• Ability to handle complex enquiries with practical, solution-focused guidance.
• Collaborative leadership style with focus on developing people.
• Excellent written and verbal communication.

Responsibilities

• Lead, coach and support Reservations and FXP team on shifts.
• Provide guidance with hotel enquiries and bookings.
• Help resolve issues and escalations from guest requests.
• Build capabilities through coaching, feedback, and daily support.
• Coordinate with Reservations & Revenue Manager, and Director of Revenue to support team performance.
• Coordinate with Front Office, Concierge and other departments for seamless guest experiences.
• Maintain accurate guest and reservation records.
• Achieve service standards while managing high volumes of enquiries.

Skills

Leadership

Communication

Customer service

Coaching

Tools

Opera Cloud PMS

Job description

The Fullerton Hotel Sydney in Sydney CBD NSW is seeking an FXP and Reservation Lead to guide the Reservations and FXP team across shifts, ensuring exceptional guest service and efficient bookings. You will coach colleagues, resolve escalations, and collaborate with Revenue and Front Office to optimize performance during peak seasons.

Ideal candidates have leadership experience in luxury hospitality, strong communication skills, and a collaborative approach to developing staff.