Reservation Supervisor

25Hours Hotels; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Free hotel stays up to 10 nights/year

Staff discounts at bars and hotels

Accor ALL Heartists discounts

Job summary

25hours Hotel The Olympia in Paddington, Sydney, seeks a Reservation Supervisor to lead the reservations team, manage inquiries, and optimise occupancy. You will handle calls, emails and online requests, aiming to maximise conversion and revenue while ensuring GDPR-compliant data and accurate records.

The role requires experience in hotel reservations or front office, preferably in a supervisory capacity; TARS experience is a bonus.

Qualifications

• Experience in hotel reservations or front office, preferably in a supervisory role.
• Proficient with reservation systems; TARS experience is a big plus.
• Excellent communication, organisation, and customer-service focus.

Responsibilities

• Lead reservations operations to ensure prompt, accurate bookings.
• Handle calls, emails and online requests to maximise conversion and revenue.
• Coach and monitor the reservations team and daily tasks.
• Monitor room availability and optimize occupancy via inventory control.
• Ensure VIP and special requests are handled with care.
• Collaborate with Front Office, Revenue and Sales on rates and availability.
• Generate reservation reports to identify trends and opportunities.

Skills

Reservations management

Team supervision

Customer service

Communication

Organisation

Tools

TARS

Job description

Part of Ennismore, a global collective of entrepreneurial and founder-built brands that are rooted in culture and community, 25hours Hotels has made its Australian debut.

Introducing 25hours Hotel The Olympia, located in the vibrant Sydney suburb of Paddington. Housed within the iconic West Olympia Theatre, the hotel features 109 rooms and a collection of distinctive dining venues, including The Palomar restaurant, Jacob the Angel café, and Monica, the rooftop bar. Since opening, 25hours Hotel The Olympia has become a dynamic addition to Sydney's hospitality scene, bringing together a vibrant and diverse team to create memorable guest experiences.

As Reservation Supervisor, you are the first point of contact in a guest's journey – ensuring a smooth, personalised, and efficient booking experience. You'll lead by example, support your team, and keep operations running like clockwork. Whether it’s managing room inventory, responding to special requests, or maximising revenue, you'll bring a mix of service flair and operational know-how to the role.

This is your daily contribution to an exceptional guest experience…

Take lead in reservations, ensuring prompt, accurate, and friendly service;

Handle incoming calls, emails, and online booking requests, always aiming to maximise conversion and revenue;

Support the team with training, coaching, and daily task management;

Monitor room availability, track pick-up pace, and help optimise occupancy through smart inventory control;

Ensure special requests and VIP bookings are handled with care and attention;

Collaborate closely with Front Office, Revenue, and Sales to align on availability, rates, and guest needs;

Generate and review reservation reports, helping to identify trends or opportunities;

Assist with group bookings and liaise with travel agents, partners, and corporate clients;

Resolve guest issues or complaints related to reservations in a professional and timely manner;

Keep reservation systems and guest data accurate, up-to-date, and GDPR compliant.

We’re looking for someone who brings both technical skill and creative spark…

You have previous experience in hotel reservations or front office, ideally in a supervisory or senior agent role;

You're confident with reservation systems (TARS experience is a big plus);

You're organised, reliable, and thrive on staying ahead of the curve;

You communicate clearly and professionally – whether with guests, your team, or other departments;

You're a natural at balancing service with efficiency and accuracy;

You bring a calm, solutions-oriented approach, even during busy times;

You enjoy supporting a team and leading by example.

What’s in it for you…

Join an innovative, fast-growing, international group that's committed to not just building new hotels but building a global brand;

Get to know our 25hours hotels and stay for free for a maximum of 10 nights per year as an employee;

Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world;

The chance to challenge the norm and work in an environment that is both creative and rewarding;

Access to Accor's ALL Heartists program, offering exclusive discounts, offers, and experiences at Accor hotels and partner locations.