Job Description
Our client owns and operates a truly diverse portfolio of hospitality and leisure businesses, with properties spread across the country. Widely recognised for their professional approach to business, they strive for continuous process improvement and draw the best from their people. They are experiencing high levels of growth and are searching for true leaders who have a passion for people and hospitality.
Role Description
The Group Reservations & CX Manager will be responsible for the reservations department as well as working on the overall customer journey. In this key role, you will ensure there are systems and processes in place for all guest bookings, focusing on optimising venue capacity, driving spend per head and guest satisfaction, while maintaining the highest standards of operational efficiency.
You will also be challenged to create best-practice operations for regular guests and ensure that they continue to get exceptional levels of service. You will be tasked with putting in place touch points for regular guests that will create memories thus elevating their experience and fostering long-term loyalty.
Job description
- Provide training, leadership and direction to the Reservations Team including setting KPIs to drive productivity and response time.
- Foster a positive work environment that encourages professional growth, teamwork, collaboration, and exceptional customer service.
- Develop and implement effective reservations strategies to achieve occupancy and revenue targets.
- Deliver on agreed targets around conversions from digital marketing campaigns across venues.
- Monitor reservation trends, identify opportunities for improvement, and adjust strategies accordingly to meet changing market conditions.
- Oversee the successful operation of all reservations and phone systems providing feedback around efficiencies where possible.
- Lead major innovation projects in the booking system, oversee the rollout of new features and continual monitoring to ensure the system is enhanced and refined ongoing
- Minimum 5 years experience in a similar role.
- Experience working in a fast-paced hospitality environment, multi-venue experience highly regarded.
- Exposure to reservation and CRM systems is essential.
- Proven ability to manage multiple projects and deadlines.
- A track record of successfully managing and developing relationships with both internal and external stakeholders.
This role offers a strong remuneration package relevant to the candidate's experience as well as a strong benefits package.
To learn more about this role, submit your application or contact Phil Gannon via phil@hastingspeople.com.au.
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