Reservations & Groups Supervisor

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

This position covers Group bookings including co-ordination of accommodation and meals as well as event orders and is designed to be the middle ground between the busy reservations department and the reservations manager. Assisting in both facets of the department you will be expected to provide a warm, friendly, and memorable experience for guests and ensure their needs and expectations are met throughout their stay. You will provide support in all guest service-related functions and ensure the department is kept up to date on any new changes or variations within the park functionality and be driven by sales targets and excited to meet and exceed as a department each month. Supporting a sales orientated environment, delivering exceptional customer service, knowledge of the park and an understanding that the customer's first experience with the park is with the reservations team. You will be the point of contact for the department in the absence of the reservations manager.

Key responsibilities

• Manage all operational requirements for group bookings including accommodation, meals, venues, tours, entertainment
• Attend to in-house and external enquiries
• Conduct site inspections
• Liaise with Catering Manager for meals, menus, function space
• Create calendar of events for all meal/function requirements and update weekly or more often as required
• Complete and distribute function run sheets and relevant information to applicable departments in a timely manner
• Respond to all group emails and enquiries with accuracy and in a timely manner
• Follow up deposits and final payments for groups as per T&C's of each booking
• Greet groups on arrival and farewell on departure, ideally in person, or ensure communication with front desk
• Be the point of contact for all group elements and queries as well as providing support throughout group stay

About you

• Ability to manage guest feedback on OTA's, Facebook, NPS and emails
• Ability to respond efficiently and accurately to customer correspondence, queries and complaints through email, phone and online sources
• Ability to communicate with reception, housekeeping and maintenance departments to ensure prompt responses to guests' needs
• Solutions focused approach to ensure all complaints are dealt with quickly
• Knowledge of availability, promotions and in-house activities to provide advice to guests and maximise sales opportunities
• Ability to act as department manager when required
• Ability to monitor customer service levels and coach team members when improvement is required
• Ability to train new reservations team members

BIG4 Gold Coast Holiday Park 299 subscribers

Hotel & Accommodation Services 5,001-10,000 employees

BIG4 is Australia's favourite holiday park network, voted number one for location, experience, cleanliness, and service.

BIG4 Holiday Parks is a marketing cooperative and all parks are franchisees which are individually owned and operated, some by families and others by corporates such as Hampshire Holidays, Tasman Holiday Parks and Ingenia Holidays.

All BIG4 Holiday Parks are 100% committed to giving you the best holiday experience.

BIG4 is Australia's favourite holiday park network, voted number one for location, experience, cleanliness, and service.

BIG4 Holiday Parks is a marketing cooperative and all parks are franchisees which are individually owned and operated, some by families and others by corporates such as Hampshire Holidays, Tasman Holiday Parks and Ingenia Holidays.

All BIG4 Holiday Parks are 100% committed to giving you the best holiday experience.

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