Reservations Team Lead: Grow, Coach & Delight Guests

Crown Resorts Limited; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Crown Resorts in Melbourne seeks an experienced Hotel Reservations Team Leader to guide a busy Reservations team, ensuring outstanding service. You will coach, support and develop a team of reservation agents while driving performance and revenue across Crown's hotel portfolio.

Reporting to the Reservations Manager, you will monitor availability, manage shifts, conduct reviews and partner with hotel operations to meet occupancy goals.

Qualifications

• Previous leadership or supervisory experience within a hotel reservations, hospitality, contact centre or customer service environment.
• Proven ability to motivate, coach and develop teams to achieve performance outcomes.
• Strong communication and stakeholder management skills.
• Excellent organisational skills with the ability to manage competing priorities.
• A passion for delivering exceptional guest experiences.
• Strong analytical and reporting capabilities with a keen eye for detail.
• Advanced Microsoft Office skills.
• Experience using Opera Property Management System (or a similar reservations platform) will be highly regarded.
• Hospitality, tourism or business-related qualifications are advantageous.

Responsibilities

• Lead, coach and develop a team of Reservations Agents.
• Conduct performance reviews, provide regular feedback and support ongoing development and career growth.
• Foster a positive and engaging team culture through recognition, coaching and leadership.
• Monitor hotel inventory and room availability, ensuring effective communication with operational stakeholders.
• Support workforce planning, shift coverage and operational efficiency across the department.
• Drive adherence to service standards, procedures and best-practice reservation processes.
• Handle guest escalations and ensure timely, professional resolution of customer concerns.
• Coach team members on customer service excellence, call quality and service standards.
• Monitor booking quality, reporting, call traffic and upselling performance metrics.
• Identify opportunities to improve productivity, efficiency and revenue outcomes.
• Maintain strong relationships with hotel operations, VIP Gaming and other key stakeholders.

Skills

Leadership

Coaching

Stakeholder management

Customer service excellence

Education

Hospitality, tourism or business-related qualifications

Tools

Opera PMS

Microsoft Office

Job description

Crown Resorts in Melbourne seeks an experienced Hotel Reservations Team Leader to guide a busy Reservations team, ensuring outstanding service. You will coach, support and develop a team of reservation agents while driving performance and revenue across Crown's hotel portfolio.

Reporting to the Reservations Manager, you will monitor availability, manage shifts, conduct reviews and partner with hotel operations to meet occupancy goals.