Reservations Supervisor

Lake House; City of Melbourne; On-site; AUD 60,000 - 75,000; Full time

Job summary

Lake House in Daylesford, Victoria, seeks a Reservations Supervisor to lead the reservations and front-office team, ensuring warm, brand-aligned service while supporting rate loading, availability and channel management.

The role is hands-on at the desk and on the phones, with a focus on converting enquiries into bookings, upsell opportunities, and assisting revenue across our hotel, restaurant and spa. Prior luxury hospitality experience and Opera Cloud familiarity are preferred.

Qualifications

• Experience in reservations, front office or guest services within hotels or hospitality — luxury experience an advantage.
• Confidence with property management systems and booking engines (Opera Cloud experience is a plus).
• A developing feel for rates, availability and packages — commercially aware and detail-obsessed.

Responsibilities

• Handling reservations across accommodation, dining and spa — promptly, accurately and with a tone that reflects the Lake House brand.
• Guest service — delivering warm, polished service on the phones, over email and at the desk, and setting the standard for the team around you.
• Rate configuration support — loading and maintaining rates, packages and availability in our systems, under the direction of the Reservations Manager.
• Booking engine and channel management — helping keep our booking engine, PMS and connected channels accurate and current.
• Sales and conversion — turning enquiries into confirmed bookings, spotting upsell and package opportunities, and supporting revenue across all three outlets.
• Guest communication — warm, brand-consistent correspondence from first enquiry to pre-arrival.
• Reporting — assisting with accurate, timely reporting on bookings, occupancy and conversion.

Skills

Reservations experience

Front office

Booking engines

Guest service

Sales conversions

Tools

Opera Cloud

Job description

Reservations Supervisor - Lake House, Daylesford

Full-time | On-site, Daylesford VIC | Luxury hospitality, family-owned

Lake House is one of Australia s most enduring luxury hospitality destinations - a family-owned group with more than 40 years of history on the shores of Lake Daylesford. At its heart is a two Chef's Hat restaurant, surrounded by a 33-room hotel, day spa and waterfront gardens, with our six-suite Dairy Flat Lodge & Farm just ten minutes away.

We\'re looking for a Reservations Supervisor to be part of the team behind every first impression - the enquiry, the booking, the anticipation before arrival. It\'s a natural step up for a strong guest services or reservations agent ready for more responsibility: still hands-on at the desk and on the phones, but with a growing role in rates, the booking engine and converting enquiries into bookings.

The role

Reporting to the Front Office Manager and Reservations Manager, you\'ll be a senior, guest-facing member of the reservations and front office team - leading by example on service while supporting the day-to-day running of the reservations function across our hotel, restaurant and spa.

Your responsibilities will include:

• Handling reservations across accommodation, dining and spa — promptly, accurately and with a tone that reflects the Lake House brand

• Guest service — delivering warm, polished service on the phones, over email and at the desk, and setting the standard for the team around you

• Rate configuration support — loading and maintaining rates, packages and availability in our systems, under the direction of the Reservations Manager

• Booking engine and channel management — helping keep our booking engine, PMS and connected channels accurate and current

• Sales and conversion — turning enquiries into confirmed bookings, spotting upsell and package opportunities, and supporting revenue across all three outlets

• Guest communication — warm, brand-consistent correspondence from first enquiry to pre-arrival

• Reporting — assisting with accurate, timely reporting on bookings, occupancy and conversion

What we\'re looking for

• Experience in reservations, front office or guest services within hotels or hospitality — luxury experience an advantage

• Confidence with property management systems and booking engines (Opera Cloud experience is a plus)

• A developing feel for rates, availability and packages — commercially aware and detail-obsessed

• Warm, articulate written and spoken English, and real pride in guest correspondence

• Calm, organised and accurate under pressure, across multiple priorities

• A supervisor\'s mindset — reliable, proactive and ready to lead by example and support the team

• A love of food, beverage and genuine hospitality — and an appreciation for what makes a family-owned business different

Why Lake House

You\’ll join a close - knit team in one of regional Victoria\'s most celebrated destinations, in a business that has been earning its reputation - not marketing it - for four decades. This is a genuine career step, with real pathway and development for the right person.

You\’ll need the right to work in Australia ( with a commitment of at least 12 months) and be based in, or willing to relocate to, the Daylesford region.