Reservations Manager - Flagstaff Gardens Hotel

Flagstaff Gardens Hotel; Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

50% off dining and stays across EVT

$2 movie tickets and Gold Class/Moonl

Seasonal perks at Thredbo

Rapid career growth across EVT network

Paid parental leave and volunteering

Job summary

EVT is seeking a proactive Reservations Manager to lead the Reservations Department, set policies, manage inventory and maximize occupancy across our hotel network.

You will recruit, train and coach a team of reservation agents, collaborate with Operations, Sales and Marketing on pricing and packages, analyse performance data, resolve guest issues and keep reservation systems up to date.

Qualifications

• Proven experience in reservations or similar hotel role.
• Knowledge of Opera and iVvy hotel systems.
• Strong leadership, coaching and team motivation.
• Forecasting, budgeting and data analysis skills.
• Clear, confident communication and customer focus.
• Resilience and timely decision making under pressure.

Responsibilities

• Lead the Reservations Department, setting policies and best practice and monitoring enquiries across phone, email, website and third party channels
• Manage inventory and room allocations to maximise occupancy and revenue
• Recruit, train, coach and review a team of reservation agents, building a culture of teamwork and excellent service
• Partner with Operations, Sales and Marketing, and Revenue on pricing strategies, promotions and packages, and keep across market and competitor trends
• Analyse reservation data and report on performance, occupancy and revenue against budget and forecast
• Resolve escalated guest issues, and keep reservation systems and tools up to date and optimised

Skills

Reservations experience

Leadership

Forecasting

Data analysis

Customer focus

Decision making

Tools

Opera

iVvy

Job description

The Independent Collection is a curated selection of hotels, each of which lives up to an exacting standard to offer travellers the best of luxury, elevated, urban, comfort and social experiences. While every hotel celebrates its own unique brand & experience, together the Independent Collection shares a passion for one-of-a-kind experiences, service and quality.

EVT has an endless range of roles and careers paths to explore across over 140 entertainment experiences like Event Cinemas and Moonlight Cinemas, 150 award winning restaurants and bars, and 80+ hotels, including QT, Rydges, Atura, LyLo, Independent Collection and Australia's most loved year round alpine resort, Thredbo. Our ventures include a ~$2.3B property portfolio and hotel management, just to name a few. Once you're in, there's no limits on where your career could take you.

Key Responsibilities

• Lead the Reservations Department, setting policies and best practice and monitoring enquiries across phone, email, website and third party channels
• Manage inventory and room allocations to maximise occupancy and revenue
• Recruit, train, coach and review a team of reservation agents, building a culture of teamwork and excellent service
• Partner with Operations, Sales and Marketing, and Revenue on pricing strategies, promotions and packages, and keep across market and competitor trends
• Analyse reservation data and report on performance, occupancy and revenue against budget and forecast
• Resolve escalated guest issues, and keep reservation systems and tools up to date and optimised

What You'll Bring

• Proven experience in a reservations or similar hotel role
• Knowledge of hotel operating systems such as Opera and iVvy
• Strong leadership skills, with the ability to coach and motivate a team
• Sound commercial judgement, with confidence in forecasting, budgets and data analysis
• Clear, confident communication and a customer first approach
• Resilience and the ability to make timely, well informed decisions under pressure

How You Work

• Owner's mindset: acts on data and feedback, and ships improvements
• Inclusive leader: values diverse perspectives and builds belonging
• Hands on and non hierarchical: leads from the front
• Resilient and solutions focused: stays calm and moves fast

Perks from Day One

As part of EVT, you unlock Elevate Perks from your first day. Parity for all levels - no ivory towers.

• 50% off dining and stays across EVT hotels – QT, Rydges, Atura, LyLo and more.
• $2 movie tickets + discounts on Gold Class, Moonlight Cinema and Candy Bar.
• Seasonal perks at Thredbo.
• Rapid career growth across our hotel & entertainment network.
• Paid parental leave; community & volunteering opportunities.

Police Check Acknowledgement

Please note that the successful candidate for this position will be required to undergo and satisfactorily pass a criminal record check as part of the recruitment process.