Purpose As Reservations Supervisor, you play a crucial role in assisting our hotel guests from their initial inquiry to their arrival, across Mantra & Ibis Budget Sydney Airport hotels. Think of yourself as the go-to expert for room availability, rates, and the wonderful experiences our hotel offers. With your enthusiastic guidance, you will inspire the team members to excel in their roles and consistently deliver outstanding customer service. Primary Responsibilities Take the helm and guide the reservations’ day-to-day operations with expertise Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers Facilitate the on boarding process for new team members, ensuring they are equipped with the necessary skills and knowledge to excel in their roles Allocate rooms based on guest preferences, availability and business demands, ensuring a comfortable and enjoyable stay Safely and securely handle payment transactions, verifying billing details for accuracy Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay Maintain meticulous reservation records to monitor room availability and ensure smooth check-ins and check-outs Assist in resolving guest complaints or issues related to reservations, billing, or room assignments Skills and Experience Experience as a Reservation Agent, Senior Guest Service Agent or Reservations Team Leader, ready to flex your leadership skills and take the next step in your career Customer service-oriented with exceptional communication skills Proficiency in using reservation and property management systems is a plus The knack for juggling multiple tasks, thriving under pressure, and quick thinking to address issues or guest concerns is a must Team player with a positive attitude and willingness to go the extra mile Available to work a variety of shifts including weekends and public holidays as required
