Reservations Supervisor

Company Overview

Join a prestigious hotel within the Accor group, a global network comprising over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle venues worldwide. This organization is dedicated to fostering responsible hospitality and values every employee's contribution to creating memorable guest experiences while supporting community and environmental initiatives. As a Heartist®, you will be encouraged to follow your passion and bring your unique energy to a dynamic hospitality environment.

Role Summary

The Reservations Supervisor is responsible for overseeing the daily operations of the reservations department, ensuring inquiries and bookings are managed efficiently, accurately, and in accordance with the brand's high standards. This role requires close communication with Front Office and other essential hotel departments to maintain seamless service delivery.

Key Responsibilities

• Lead daily reservations activities, ensuring timely and precise handling of all booking requests and inquiries.
• Facilitate effective communication channels between Reservations, Front Office, and critical hotel units.
• Manage administrative duties including correspondence and reporting to guarantee accuracy and completeness.
• Ensure adherence to emergency communication protocols, forwarding media queries to designated spokespersons.
• Monitor reservation payment processes, authority forms, and chargebacks, escalating financial concerns to the Financial Controller as necessary.
• Implement Elysium yield management strategies and maintain vigilance on competitor pricing and activity to optimize revenue.
• Promote and oversee upselling efforts and manage no-show reservations according to hotel policy.
• Support, coach, and mentor Reservations Agents, providing assistance with group bookings and complex transaction handling where needed.
• Guarantee conformance with the Resavision Program, Elysium brand standards, and Luxury Quality Assurance (LQA) audit requirements.
• Perform additional duties as assigned by the Reservations Manager or senior leadership.

Qualifications and Experience

• Demonstrated experience in hotel reservations or front office operations, preferably with supervisory or senior-level involvement.
• Comprehensive knowledge of reservation systems, yield management techniques, and booking channel operations, ideally within the Accor group or similar luxury hotel environments.
• Strong communication skills to effectively coordinate with departments including Front Office, Revenue, and Sales.
• Customer-centric attitude with meticulous attention to detail and dedication to service excellence.
• A commercial mindset with the ability to identify opportunities for upselling and contribute to revenue growth.
• Well-organized and flexible, capable of prioritizing multiple tasks in a high-paced setting.
• Natural leadership qualities with enthusiasm for coaching and developing team members.
• High professional standards, consistently upholding brand integrity and supporting successful audits.

Additional Information and Benefits

• Enjoy a 30% discount on food and beverages at Accor properties worldwide.
• Access generous accommodation discounts across more than 4,500 properties spanning over 110 countries.
• Opportunity for career growth and mobility throughout Accor’s global brand portfolio.
• Benefit from a 25% discount at the signature Restaurant Cibaria & Bar Capri.
• Expand your skills with access to premier training platforms such as the Accor Academy.

Diversity and Inclusion

The company values diversity and inclusion, welcoming individuals from all backgrounds and offering equal employment and development opportunities. They strive to create a supportive, accessible work environment that respects personal differences, including accommodating specific needs during the application process.

Location

This position is based onsite at Elysium Noosa Resort - MGallery Collection, Noosa Heads, Australia.