Reservation and FXP Shift Leader | Full Time |Part Time

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

Reservation and FXP Shift Leader | Full Time |Part Time

The Fullerton Hotel Sydney – Sydney CBD NSW

The Fullerton Hotels and Resorts is a prestigious luxury hotel group with award-winning properties in Singapore, Hong Kong, and Sydney.

The Fullerton Hotel Sydney is located in the historic General Post Office building on Martin Place, seamlessly blending heritage charm with modern sophistication. With 416 elegant rooms and suites, state-of-the-art event spaces, and an unbeatable central location, it offers a truly exceptional guest experience in the heart of Sydney.

About the Department

The Reservations and Fullerton Express team serves as the hotel’s central communications hub. We handle guest calls, room and restaurant bookings, in‑room dining orders, and various guest requests. Our team members are professional, proactive, detail‑oriented, and committed to delivering exceptional service over the phone.

Now Hiring:

We are currently seeking a motivated and people‑leadership to join our Reservation and Fullerton Express Department. You will be the senior point of support for guest enquiries, resolving escalations, help and coach the team deliver confident, customer‑focused outcomes for any hotel enquiries.

About the Role

As a FXP and Reservation Agent, your key responsibilities will be:

Lead, coach and support Reservations and FXP team while you are on shifts.

Provide guidance with hotel enquiries and bookings requirements need a more experience view or a tailored solution.

Help resolve issues and escalations from guest requests.

Build capabilities through practical coaching, feedback, performance conversations and day‑to‑day support.

Work closely with the Reservations & Revenue Manager, and Director of Revenue to support team performance and readiness for upcoming peak season.

Coordinate and support with Front Office, Concierge and other departments to ensure seamless guest experiences.

Overlooking and maintain accurate guest and reservation records.

Achieve service standards while managing high volumes of enquiries.

What We’re Looking For

Previous leadership experience in luxury hotel reservations, front office, contact center or similar customer‑focused environment.

The confident to handle complex enquiries and support the team with practical, solution-focused advice.

A collaborative leadership style and genuine focus on developing people.

Clear communication, excellent written and verbal communication skills.

Strong attention to detail and organisational skills, ability to build trusted relations with the team.

Ability to work in a fast‑paced environment.

Experience with Opera Cloud PMS or similar reservation systems is advantageous.

Flexible and team‑orientated approach.

Full working rights.

Availability to work a variety of shifts over a seven‑day rotating roster, including weekends, evenings, and public holidays.

MUST hold Current NSW Responsible Service of Alcohol (RSA)

Based at Martin Place in the heart of Sydney CBD, with convenient access to all major public transport: train, metro, bus, and light rail. Willingness to travel to on‑site locations as required.

Why Join Us?

At The Fullerton Hotel Sydney, we offer:

A supportive and professional team environment

Uniform provided and maintained

Paid day off on your birthday (after passing probation)

Generous staff accommodation discounts at Fullerton Hotels & Resorts and Preferred Hotels & Resorts

Discounts on food and beverage offerings

A central location near Martin Place with excellent transport access

Note: Reference checks is a mandatory requirement if you were selected to interview stage.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you have hands‑on leadership skills that values excellence, service, and professionalism.