About this role
Supervise daily reservations operations, ensuring all enquiries and bookings are handled promptly, accurately and in line with brand standardsMaintain clear and effective communication between Reservations, Front Office and key hotel departmentsOversee daily administrative tasks, correspondence and reporting to ensure accuracy and completionEnsure compliance with Emergency Communication procedures, directing all media enquiries to the nominated spokespersonMonitor reservation payments, authority forms and chargeback processes, escalating issues to the Financial Controller when requiredApply Elysium yield management practices and maintain awareness of competitor activity to support revenue performanceDrive upselling initiatives and oversee the management of no-show bookings in line with hotel policiesSupport, coach and guide Reservations Agents, assisting with group bookings and complex transactions as requiredEnsure adherence to the Resavision Program, Elysium brand standards and LQA audit requirementsUndertake other duties as directed by the Reservations Manager or senior leadership team Proven experience in hotel reservations or front office operations, with previous supervisory or senior agent experience preferredStrong knowledge of reservations systems, yield management principles and booking channels, ideally within an Accor or similar luxury hotel environment Confident communicator with the ability to liaise effectively with Front Office, Revenue, Sales and other key stakeholders with Opera PMSGuest-focused mindset with a strong attention to detail and commitment to service excellenceCommercially minded, with the ability to identify upselling opportunities and support revenue performanceOrganised and adaptable, able to manage competing priorities in a fast-paced environmentNatural team leader who enjoys coaching, supporting and developing team membersHigh level of professionalism with the ability to maintain brand standards and contribute to successful audit outcomes
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus