Reservations Manager

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About Novotel Surfers Paradise…

Novotel Surfers Paradise is conveniently located in the heart of Surfers Paradise, close to all forms of public transport and our iconic beaches. The hotel features 408 rooms, along with a variety of dining options including: Boulevard Café & Bar, The Restaurant, on# 5 outdoor bar, as well as in-room dining.  We offer a professional and relaxed atmosphere, providing genuine hospitality for our guests.  For our guests wanting to unwind we offer a heated outdoor swimming pool & spa, tennis courts and gym. For our conferencing & events guests we have 6 modern function rooms available, accommodating up to 500 delegates.

About the job…

As our Reservations Manager, you will be responsible to plan, direct and co-ordinate all Reservations activities to ensure smooth running of the department. This role will work closely with the General Manager, Rooms Division Manager, Revenue Manager and Director of Sales & Marketing on all aspects of revenue maximization across all distribution channels. 

As a Reservations Manager you will be responsible for:

• Providing exceptional customer service, listening to guests in order to understand their needs and offering tailored options
• Overseeing the day to day Management of the Reservations team and assisting the Reservations team with day to day tasks including overflow of calls and stepping in to assist the team as required
• Monitoring third party websites and GDS to maximise REVPAR
• Ensure the Property reaches maximum occupancy and returns through efficient room allocations, accurate monitoring and inspection of bookings in the reservations system
• Assisting guests with bookings and proactively responding to TrustYou guest feedback.
• Working with and developing business relationships with travel agents, corporate and leisure business
• Maintaining regular communication with the Sales team, ensuring that any leads are passed on
• Upholding our Accor Live Limitless loyalty program, ensuring that guests are correctly linked to guest history and departments are aware of any special needs
• Handling a high volume of reservations with superb 100% accuracy from the team to ensure data integrity
• Lead the Reservations team culture to focus on loyalty and driving recruitment of new members
• Provides ongoing leadership, support and guidance to the entire Reservations team to ensure the overall success of the department
• Managing Out of Order Rooms and Inventory during renovations

About you…

Qualifications and Experience:

There are a few things that would make your application shine – having energy and a positive attitude, a genuine customer service focus and a dedication to always getting the small details right as well as:

• Previous minimum of 2 years’ experience in similar role in a 200+ room Hotel with a background in Front Office or Reservations in a dynamic hotel environment.
• Demonstrated ability to lead, coach and develop the team.
• A willingness to be hands on within the operation and drive a culture of guest obsession and loyalty with the team.
• The ability to create meaningful connections, creating a high level of trust with the team.  
• Excellent time management and organisational skills giving you the ability to handle tight deadlines
• You’ll be able to work independently and have the ability to run a busy reservations system
• Have a passion to sell every last room in a competitive market
• Previous experience with the following programs highly desirable though not essential: OPERA Cloud, Zambion, purchaseplus, ResaWEB, HotelLINK, DataWEB, TrustYOU, HotSOS and ACDC.
• You’ll be confident, solution focused, team player
• The flexibility to work a variety shifts including public holidays as required.
• Self-motivated and target driven
• You are flexible and have a desire to work in a dynamic, fast-paced team
• Current First Aid and RSA certificates or the ability to obtain these.
• Experience in the hospitality industry and ACCOR is advantageous
• Must hold valid unlimited Australian work rights

In terms of technical skills, this role calls for a high level of computer literacy, specifically around Microsoft Outlook and Excel. You will have an exceptional ability to think ahead of the game and forecast accordingly, you will also possess a strong understanding of yield management. Experience with OPERA Cloud would be highly advantageous.

What’s in it for you?

In return, we offer excellent career development and training opportunities within a dynamic and supportive team as well as employee benefits including discounted accommodation and food & beverage services worldwide. 

• Full time position
• Paid birthday or wellness leave
• Free car parking
• Free staff meals during shift
• ACCOR Career Milestone and birthday celebrations
• Colleague food and beverage and accommodation discounts across our worldwide Accor Network
• Training opportunities through the Accor Academy 

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

So, when will you be joining us?

The Novotel brand is part of the Accor Group. As the global market leader, Accor Hotels offers a worldwide network of hospitality and tourism services, with a diverse portfolio of renowned brands. Just a few of the perks include:

• Ongoing career and professional development opportunities

• A rewarding work environment

• Global discounts on hotel accommodation & Food and Beverage

What are you waiting for?  APPLY NOW