Position Title: Reservations Agent Salary: $65,000-$80,000 Key Responsibilities 1. Guest Reservations Management Answer all phone calls, emails, and online inquiries related to room bookings, availability, rates, and hotel services in a prompt and courteous manner. Process reservations efficiently, ensuring that guest information, payment details, and special requests are accurately recorded in the property management system (PMS). Confirm bookings and provide guests with the necessary details, including check-in/check-out times, room amenities, and hotel policies. Manage and update room availability across various booking platforms. 2. Customer Service & Guest Relations Deliver outstanding customer service by assisting guests with their questions, addressing concerns, and offering solutions for any booking issues. Provide personalized service by accommodating special requests, such as room preferences, early check-ins, or late check-outs, based on availability. 3. Reservation Optimization Maximize hotel revenue by promoting room upgrades, special packages, and other services during the booking process. Assist in managing group bookings and reservations for special events, ensuring accuracy and smooth coordination with relevant departments. Work closely with the Revenue and Reservations Manager to monitor room inventory, availability, and rates, ensuring that all booking systems reflect real-time data. 4. Booking Platform Management Maintain and update room availability, pricing, and promotions across all distribution channels and booking platforms. Ensure that all online reservations are entered correctly into the PMS and that any discrepancies between channels are resolved promptly. 5. Administrative Duties Maintain accurate records of all reservations, including cancellations, amendments, and guest preferences. Prepare daily, weekly, and monthly reports on room occupancy, revenue, and booking trends for the Reservations Manager. Assist in monitoring guest satisfaction through feedback forms and online reviews, collaborating with other departments to address any service concerns. Qualifications and Skills Education : Certificate or diploma in Hospitality Management or a related field is preferred. Experience : Previous experience in a reservations, front desk, or customer service role within the hospitality industry is an asset. Skills: Strong communication and interpersonal skills, with a friendly and professional demeanor. Proficiency in using hotel property management systems (PMS) and booking platforms (e.g., OTAs, GDS). Position Title: Revenue and Reservations Manager Salary: $70,000 – $80,000 Key Responsibilities 1. Revenue Management Develop and implement dynamic pricing strategies to maximize revenue and occupancy across different booking channels. Monitor market trends, competitor pricing, and local events to adjust pricing strategies as necessary. Collaborate with the General Manager to create forecasts and annual budgets based on market analysis and historical data. Monitor and analyze revenue performance, providing regular reports on key metrics, including RevPAR (Revenue per Available Room), ADR (Average Daily Rate), and occupancy rates. 2. Reservations Management Oversee the daily operations of the reservations department, ensuring all reservations are handled efficiently and accurately. Manage room inventory and ensure that availability is accurately reflected across all booking platforms, including direct bookings, online travel agencies (OTAs), and third-party partners. 3. Channel Management Manage relationships with OTAs, wholesalers, and other third-party distribution partners to ensure maximum visibility and revenue generation. Ensure all rates, availability, and promotions are correctly displayed on all booking channels and optimize distribution strategies to minimize commissions. Collaborate with the marketing team to manage the hotel’s presence on all online channels, including the hotel's website, ensuring the booking process is seamless for guests. 4. Market Analysis and Forecasting Conduct market research to stay informed on trends, competitor activities, and changing guest preferences. Create and maintain accurate demand forecasts to assist with pricing strategies and inventory management. Monitor the impact of promotional activities and campaigns on booking trends, adjusting strategies as needed to improve performance. 5. Yield Management Implement effective yield management techniques to maximize room revenue during high and low occupancy periods. Monitor booking pace, lead times, and demand patterns to adjust availability and pricing in real-time. Evaluate group and corporate bookings, working with the sales team to ensure profitable group sales that do not negatively impact room inventory. 6. Sales & Marketing Collaboration Work closely with the sales and marketing teams to design promotions, packages, and offers that drive occupancy and revenue. Collaborate on marketing campaigns and special promotions to maximize hotel exposure during peak and low seasons. Ensure all promotional activities are effectively communicated to the reservations and front office teams. 7. Reporting and Analysis Generate detailed reports on revenue performance, reservations activity, and booking trends for the General Manager and ownership. Provide regular feedback on occupancy forecasts, pricing recommendations, and opportunities for increasing revenue. Qualifications and Skills - Education : Bachelor’s degree in Hospitality Management, Business, or a related field is preferred. - Experience : Minimum of 3 years of experience in revenue management or reservations within the hospitality industry, with proven success in revenue optimization. Position: Food & Beverage Manager – Bar, Café & Restaurant Operations Salary: $70,000 – $80,000 Key Responsibilities 1. Venue Operations Management Lead day-to-day operations across bar, café, and restaurant areas, ensuring smooth service and consistent quality. Maintain high standards in food and beverage presentation, hygiene, and customer experience. Coordinate with kitchen and service teams for efficient order delivery and guest satisfaction. Monitor venue layout, customer flow, and staffing to optimise guest comfort and turnover. Ensure full compliance with RSA, NT liquor licensing, food safety, and workplace health and safety regulations. 2. Menu, Beverage & Stock Control Develop and maintain cocktail, beverage, and food menus in line with seasonal trends and venue promotions. Manage stock ordering, rotation, and supplier negotiations for both bar and restaurant. Conduct regular stocktakes, investigate variances, and maintain cost control on all consumables. Oversee cellar management, including CO2 safety, line cleaning, and keg maintenance. Collaborate with suppliers to launch new products, promotions, and events. 3. Team Leadership & Training Recruit, train, and manage front-of-house and bar teams, including supervisors and bartenders. Deliver training on service standards, cocktail skills, product knowledge, and customer engagement. Experience: Minimum 2 years in a senior food and beverage, bar, or restaurant management role.
