Reservations Team Administrator

Grand Pacific Group; Mosman; On-site; AUD 70,000 - 100,000; Full time

Job summary

Grand Pacific Group is seeking a dedicated Reservations Manager to oversee seven venues across Sydney and the ACT. Located in Mosman, NSW, this full-time role focuses on leading the reservations team to deliver exceptional guest experiences and maximise revenue opportunities.

You will recruit, train and coach staff, set rosters, and manage enquiries across phone, email, and online platforms while maintaining accurate guest records.

Responsibilities

• Lead, coach and develop the reservations team to achieve individual and team KPIs
• Recruit, onboard and train new team members
• Create and manage team rosters to ensure appropriate coverage
• Oversee all incoming enquiries via phone, email and online booking platforms
• Convert enquiries into confirmed bookings while maximising revenue opportunities
• Monitor booking trends and implement strategies to improve conversion rates
• Maintaining accurate guest records and reservation details
• Manage waitlists, cancellations and booking amendments
• Respond to guest queries and resolving any issues in a timely manner
• Deliver exceptional customer service at every stage of the booking journey

Skills

Leadership

Coaching

Team management

Customer service

Recruiting

Tools

Booking system

CRM

Job description

This is a full time role located in Mosman, NSW (best accessed via car).

In this role, you will be responsible for efficiently managing our reservations team and restaurant reservations for seven venues in both Sydney and the ACT and providing exceptional customer service to guests.

What you'll be doing

• Lead, coach and develop the reservations team to achieve individual and team KPIs
• Recruit, onboard and train new team members
• Create and manage team rosters to ensure appropriate coverage
• Foster a positive, collaborative and high-performing team culture
• Setup our internal booking system with all appropriate block outs, closing times and public holidays etc
• Oversee all incoming enquiries via phone, email and online booking platforms
• Ensure enquiries are responded to promptly, professionally and accurately
• Convert enquiries into confirmed bookings while maximising revenue opportunities.
• Monitor booking trends and implement strategies to improve conversion rates.
• Maintaining accurate guest records and reservation details
• Manage waitlists, cancellations and booking amendments.
• Assist with group bookings
• Respond to guest queries and resolving any issues in a timely manner
• Deliver exceptional customer service at every stage of the booking journey
• Providing exceptional customer service to build long-term relationships with guests
• Resolve guest concerns and escalated enquiries professionally and efficiently
• Collaborating with the wider hospitality team to ensure a seamless guest experience
• Managing social media posts, content and scheduling or select venues
• Managing the creation and distribution of gift cards
• Manage venue menu updates and printing
• Manage venue website menu and information updates