Reservations Supervisor

About the role:

We’re searching for a passionate, organised and relationship-driven Reservations Supervisor to join the commercial heart of Pullman & Mercure Melbourne Albert Park. Reporting to the Reservations Manager, this role is responsible for supporting the day-to-day operations of the Reservations Department while supervising and guiding the Reservations team to deliver a seamless guest experience from the very first interaction.

You’ll work closely with our Front Office, Sales, Business Development, Revenue, and Conference & Events teams, as well as directly with clients, OTAs, tour operators and travel partners, to ensure every 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 guest experiences.

Key responsibilities

• Supervise, train, coach and support Reservations Agents and Executives, fostering a positive and high-performing team culture.

• Manage group room blocks, rooming lists, pick-ups, wash and release dates

• Supervise the daily operations of the Reservations team

• Process and manage individual and group accommodation bookings

• Oversee quoting, contracting, billing, and handovers for group accommodation bookings, including inbound, corporate, conference and special-event groups.

• Liaise closely with Conference & Events, Sales, Revenue and Front Office teams

• Monitor forward reservations, occupancy and room availability

• Ensure accurate reservation input, billing and payment processing

• Assist in resolving guest and account enquiries professionally and efficiently

• Support upselling initiatives and revenue opportunities

• Assist with roster preparation and departmental administration

• Build and maintain strong relationships with tour operators, event organisers, travel agents and external partners.

• Prepare and distribute group resumes, information, reports and departmental briefings for upcoming arrivals and events.

• Oversee accurate loading of rates and guest 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.

About you:

• Previous experience in a hotel reservations or front office environment
• Prior supervisory or leadership experience preferred
• Strong attention to detail and organisational skills
• Excellent communication and stakeholder management capability
• Ability to work in a fast-paced and high-volume environment
• Strong systems skills, preferably with Opera Cloud or similar PMS systems
• Knoweldge of various systems including NOR1 would be advantageous 
• Positive, collaborative and solutions-focused approach
• Flexibility to work across Monday to Saturday rotating roster based on operational requirements

Benefits and Perks

• Enjoy exclusive Accor discounts and global benefits, including but not limited to accommodation and food & beverage discounts for you, your family and friends.
• Access to Accor Partner Benefits such as Europcar.
• Discounted onsite car park available.
• Access to confidential Employee Assistance Program.
• Inclusive and diverse environment.
• A friendly and supportive work environment.
• Excellent opportunity to further grow and develop your career with an industry leader
• Reward and recognition programs, including Annual Service Recognition and Accor Tenure Milestone recognition
• Mentoring and career development along-side experienced and dedicated professionals.

Apply today to start a conversation and see where your Accor career can take you!

***We are unable to provide sponsorship for this role, so Australian working rights are required.