Job Description About the role: We’re searching for a passionate, organised and relationship-driven Group Reservations Supervisor to join the commercial heart of Pullman & Mercure Melbourne Albert Park. Reporting to the Director of Sales, you will oversee the daily operations of our Group Reservations function — from managing large-scale room blocks and handling complex group bookings, to leading and developing a high-performing reservations team. You’ll work closely with our Sales, Business Development, Revenue, and Conference & Events teams, as well as directly with clients, tour operators and travel partners, to ensure every group booking is planned, delivered and executed seamlessly. This is an exciting opportunity for someone ready to step into a leadership role and make a real impact in how we deliver memorable group experiences. Key responsibilities Lead the day-to-day operations of the Group Reservations team, ensuring service standards and operational targets are consistently met. Supervise, train, coach and support Reservations Executives, fostering a positive and high-performing team culture. Manage group room blocks, rooming lists, pick-ups, wash and release dates. Oversee quoting, contracting, billing, and handovers for group accommodation bookings, including inbound, corporate, conference and special-event groups. Build and maintain strong relationships with tour operators, event organisers, travel agents and external partners. Coordinate with Sales, Revenue, Hub Reservations, Front Office and Conference & Events and other operational teams to align group bookings with operational and revenue strategies. Prepare and distribute group resumes, information, reports and departmental briefings for upcoming arrivals and events. Oversee accurate loading of contract rates and group details into the PMS (Opera) and ensure data quality is maintained. Proactively manage cancellations, billing issues, disputes and no-show bookings, resolving matters efficiently and professionally. Monitor forward reservations, stop-sells and market segments in collaboration with the Revenue team to optimise occupancy and yield. Drive a culture of upselling and revenue maximisation within the reservations team. Represent the Reservations function at RevMax and departmental meetings, contributing insights on group performance and forecasts.
