At The Point, we believe every guest experience begins long before they walk through the door. We’re looking for a leader who knows how to set the tone from the first interaction — someone who gets that the right tone of voice, a thoughtful suggestion, or a seamless reservation process can transform a booking into a loyal guest. As Head of Reservations & Guest Experience , you’ll oversee the reservations function across two of our flagship venues — Shell House and The International . You'll lead a high-performing team of three, working closely with our events crew to ensure smooth transitions and elevated experiences. We're after someone who’s passionate about service, detail-driven, and confident using systems like SevenRooms (experience essential) and Tripleseat (we can train you). From phone call to follow-up, you’ll optimise every touchpoint — helping us deliver next-level hospitality across multiple concepts and levels. What you'll be doing: Leading the reservations team for Shell House and The International, with a focus on service, performance and culture Managing and optimising all inbound guest enquiries — phone, email, online — with warmth, professionalism and speed Overseeing booking systems and managing floor availability in real-time Working closely with the events team on seamless handovers and collaborative planning Driving revenue through strategic upselling, menu recommendations and cross-venue suggestions Reporting on trends, guest feedback and performance metrics to identify opportunities and improvements Coaching your team to deliver consistent, polished, on-brand communication and service About you: You’ve led reservations or guest service teams in fast-paced, high-end hospitality environments You understand how to balance guest expectations with operational realities You’re a SevenRooms pro and confident managing dynamic availability across multiple venues You have a sharp eye for detail and a natural sense of what makes people feel welcome You’re tech-savvy, organised, proactive and commercially minded You love working in a collaborative team and thrive in a culture that values excellence and energy Why join us? You’ll be part of a passionate and driven team that’s redefining hospitality in Sydney. We offer career growth, ongoing development, group-wide staff discounts and the chance to make your mark in some of the city’s most talked-about venues.
