Reservations & Groups Supervisor

Big4 Holiday Parks; Gold Coast City; On-site; AUD 55,000 - 75,000; Full time

Job summary

Big4 Holiday Parks on the Gold Coast is seeking a Reservations Group Coordinator to oversee group bookings, coordinating accommodation, meals, venues and event orders while delivering a warm, memorable guest experience.

You will support all guest service-related functions, stay aligned with park operations, and act as the department lead in the absence of the reservations manager, driving sales targets and ensuring guest satisfaction throughout their stay.

Qualifications

• Experience handling guest feedback via OTA platforms, email and social media.
• Strong written and verbal communication to respond to queries and complaints.
• Ability to communicate with reception, housekeeping and maintenance to ensure prompt responses.
• Solutions-focused approach to resolving complaints quickly.
• Knowledge of park promotions and activities to maximise sales opportunities.
• Ability to act as department manager when required.
• Ability to coach and train reservations team members.

Responsibilities

• Manage all operational requirements for group bookings including accommodation, meals, venues, tours, and entertainment.
• Attend to in-house and external enquiries.
• Conduct site inspections.
• Liaise with Catering Manager for meals and function space.
• Create calendar of events for all meal/function requirements and update weekly.
• Distribute function run sheets and information to departments in a timely manner.
• Respond to all group emails and enquiries accurately and promptly.
• Follow up deposits and final payments for groups as per terms and conditions.
• Greet groups on arrival and farewell on departure, ideally in person.
• Be the point of contact for all group elements and queries and provide support during group stay.

Skills

Group bookings coordination

Customer service

Sales orientation

Interdepartmental communication

Event coordination

Team training

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