Reservation Manager in Sydney

This role is Sydney CBD based. The Ritz‑Carlton’s first lodge experience is set on the folds of the World Heritage listed Greater Blue Mountains. As one of Australia’s pioneering sustainable luxury lodges, it was designed to protect and enhance the surrounding natural environment. Guests enjoy an all-inclusive luxury experience featuring gourmet dining, premium beverages, curated nature-based experiences, and personalised service. Accommodation comprises one, two and three bedroom elegant freestanding suites, each with an indoor/outdoor private pool, living area, fireplace and expansive views of the surrounding wilderness. Lodge facilities include a comprehensive day spa, fitness center, outdoor pool, kids club, and a range of immersive experiences showcasing the region's wildlife, landscapes, and rich heritage.

JOB SUMMARY

• Responsible for managing and overseeing all reservation touchpoints for the lodge.
• Drive revenue performance by actively contributing to and achieving sales targets.
• Manage the day to day operations of the reservations team.
• Elevate and maintain a personalised and experience led approach to every guest engagement across the pre-arrival experience.
• Uphold the lodge’s luxury positioning and service standards.

CANDIDATE PROFILE

• Experience: 5+ years in luxury hotel or lodge reservations, front office, guest services, sales, marketing or travel agency operations.
• Fluency across cultures, time zones, and the nuances of the high value guest.

CORE WORK ACTIVITIES

• Manage and respond to high value booking enquiries, building and nurturing a strong pipeline of qualified leads and converting them into bookings to achieve team and lodge revenue goals.
• Understand the broader market landscape, including competitor strengths and weaknesses, key demand drivers, and emerging trends, and apply this insight to effectively position and sell against competitive offerings.
• Promote opportunities for the team to upsell value added experiences and encourage extended length of stay.
• Develop a strong understanding of the lodge's guests and service philosophy, anticipating individual needs to deliver personalised, exceptional experiences.
• Review key performance results, including response times, workflow allocation, enquiry and conversion data and implement internal business strategies to coach, motivate, and inspire and support the team to achieve business goals.
• Support our Marriott Bonvoy loyalty members with new booking enquiries and membership information.
• Oversee all pre-arrival preparations, ensuring guest itineraries, reservations, preferences, and logistical arrangements are accurately captured and coordinated.
• Work closely with lodge team to ensure seamless handover and execution of all guest bookings, maintaining full alignment on arrival/departure logistics, rate integrity, guest profiles and special requests to consistently deliver a high touch luxury lodge experience.

Providing Exceptional Customer Service

• Deliver exceptional guest service by anticipating individual needs and creating personalised, memorable experiences throughout every stage of the guest journey.
• Handle and resolve complaints or issues, working closely with other departments to ensure client satisfaction and swift resolution.

Managing and Conducting Human Resource Activities

• Develop, implement and maintain an orientation program for team to receive the appropriate new hire training to succeed in their role.
• Coach, develop and inspire a high performing reservations team.
• Utilise all available training tools for employees.
• Create monthly rosters for the team.

Additional Responsibilities

• Utilises applicable intranet for resources and information.
• Creates contracts as required.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.