Reservations Team Leader

Jack's Point; Queenstown; On-site; NZD 43,000 - 45,000; Full time

Job summary

Jack’s Point Hospitality is seeking an experienced Reservations Team Leader to own the accommodation reservations function and shape guest experiences across our premium offerings in Queenstown. You will manage enquiries through phone, email, website and third‑party channels, converting quotes into bookings and coordinating group reservations, with close collaboration across Rooms, Golf and Dining teams.

You will lead a growing reservations team, set service standards and implement improved

Qualifications

• At least two years' reservations experience in a hotel, resort or premium accommodation environment, including senior agent or supervisory responsibility.
• Experience using property management systems and channel managers, with confidence managing online booking channels and inventory.
• Experience managing group bookings, including contracts, rooming lists and deposit schedules.
• Strong sales and booking conversion skills, with excellent written and verbal communication.

Responsibilities

• Oversee daily enquiries and bookings across phone, email, website and third-party channels, ensuring accuracy and high service levels.
• Convert enquiries into confirmed bookings and support occupancy and revenue targets.
• Manage accommodation blocks, contracts, rooming lists, release dates, deposits and department communication for group bookings.
• Maintain accurate reservations, rates and inventory across booking channels and monitor performance.

Skills

Reservations leadership

Sales & upselling

Multi-channel booking

Team supervision

Communication

Tools

Opera Cloud

SiteMinder

Job description

Lead our reservations function and help shape the guest experience across accommodation, golf and dining.

Jack’s Point Hospitality is looking for an experienced Reservations Team Leader to take ownership of our accommodation reservations function and help shape the way we manage bookings and guest experiences across the business.

This is a hands-on role combining reservations management, sales, group bookings, systems and operational coordination. You'll manage the full booking journey, from initial enquiries through to confirmation and pre-arrival arrangements, ensuring bookings are accurate, enquiries are converted and guests receive a consistently high standard of service.

Working closely with our Rooms, Golf and Restaurant teams, you'll play an important role in connecting the different parts of the Jack’s Point experience. You'll also have the opportunity to develop the reservations function as the business grows, with golf and restaurant reservations becoming part of the wider scope over time.

What you'll be doing

• Managing accommodation reservations: Oversee daily enquiries and bookings across phone, email, website and third-party channels, ensuring accuracy, prompt responses and a high standard of service.
• Driving bookings and revenue: Convert enquiries into confirmed bookings, follow up on quotes, identify upselling opportunities and support occupancy and revenue targets.
• Coordinating group bookings: Manage accommodation blocks, contracts, rooming lists, release dates, deposits and communication across relevant departments.
• Managing systems and reporting: Maintain accurate reservations, rates and inventory across booking channels, monitor booking performance and develop effective processes and procedures.
• Connecting the guest experience: Work closely with Front Office, Housekeeping, Golf Operations and Restaurant teams to ensure a seamless experience from booking through to arrival and beyond.
• Developing the reservations function: Take a hands‑on leadership approach, setting service and performance standards, with responsibility for training, coaching and leading additional Reservations Agents as the team grows.

What you'll bring

You’ll be an experienced reservations professional with a commercial mindset, excellent attention to detail and the confidence to take ownership of a busy, multi-channel reservations function.

To be successful in this role, you’ll have:

• At least two years' reservations experience in a hotel, resort or premium accommodation environment, including senior agent or supervisory responsibility.
• Experience using property management systems and channel managers, with confidence managing online booking channels and inventory.
• Experience managing group bookings, including contracts, rooming lists and deposit schedules.
• Strong sales and booking conversion skills, with excellent written and verbal communication.
• A high level of accuracy and organisation, with the ability to manage multiple booking streams and competing priorities.
• A proactive, commercially minded approach and the confidence to work independently and take ownership.
• A collaborative leadership style and the ability to build strong working relationships across departments.

Experience with Opera Cloud and SiteMinder would be an advantage, as would exposure to golf or restaurant reservations, revenue management or the Queenstown visitor market.

Why Jack’s Point?

This is an opportunity to take ownership of an important function within a growing hospitality operation, with plenty of scope to make your mark.

You’ll work across accommodation, golf and dining, build relationships with teams throughout the business and help create a reservations experience that reflects the quality of the Jack’s Point offering. As the function grows, you’ll have the opportunity to develop the team, systems and processes that support it.

The details

• Location: Jack’s Point Hospitality Office, Queenstown.
• Pay: $31–$33 per hour, depending on experience and suitability.
• Hours: 30 guaranteed hours per week.
• Work pattern: Rostered across a seven-day operation, including weekends and public holidays as required.
• Preferred start date: 30 November 2026

If you're an experienced reservations professional who enjoys combining guest service, sales and operational leadership, we'd love to hear from you.