Reservations Manager

Company Description

Take the lead in Reservations at one of Sydney’s most iconic luxury hotels.

Sofitel Sydney Wentworth is a landmark of Sydney hospitality, combining a rich Australian heritage with Sofitel’s signature French elegance. With 436 beautifully redesigned rooms and suites, Club Millésime, 14 event spaces and a collection of award-winning dining venues, we welcome guests from around the world for everything from luxury stays to major events.

We’re looking for an experienced and commercially minded Reservations Manager to lead our Reservations function and play a key role in shaping the guest journey from the very first interaction.

This is an opportunity for a strong hospitality leader who understands that Reservations is about far more than taking bookings — it’s about driving revenue, maximising conversion, creating personalised guest experiences and setting the team up for success.

Job Description

Reporting to the Director of Revenue, you will lead the day-to-day operations of the Reservations department, ensuring every enquiry and booking is handled with accuracy, professionalism and a genuine luxury service mindset.

You will:

• Lead and develop the Reservations team, creating a high-performing, accountable and engaged culture.
• Oversee all individual, group, VIP, corporate and leisure reservations, ensuring accuracy across room types, rates, packages, inclusions and guest preferences.
• Drive conversion and upselling opportunities, identifying ways to maximise room revenue and enhance the guest experience.
• Monitor reservation queues, cancellations, no-shows, amendments and outstanding enquiries to ensure opportunities are not missed.
• Champion a personalised and anticipatory approach to every guest interaction, from initial enquiry through to arrival.
• Build strong relationships with repeat guests and VIPs.
• Partner closely with Revenue, Front Office, Guest Relations, Sales and other hotel departments to optimise performance and deliver a seamless guest journey.
• Identify and resolve complex reservation matters with sound judgement and a solutions-focused approach.
• Ensure departmental procedures, systems and service standards are consistently followed.
• Understand market trends, competitor activity and key demand drivers and translate these into commercial opportunities.
• Manage rostering, leave planning and resources to ensure the department is appropriately staffed and supported.
• Coach and develop the team across product knowledge, systems, sales capability and luxury service standards.
• Monitor performance against agreed KPIs and provide regular coaching, feedback and recognition.

Qualifications

We’re looking for an established Reservations leader who combines operational discipline, commercial thinking and a genuine passion for luxury hospitality.

You’ll ideally bring:

• Previous experience in a Reservations Manager or similar leadership role within a large hotel environment.
• Strong understanding of hotel revenue management, distribution and reservations principles.
• Experience with TARS and Opera V5 or Opera Cloud is preferred.
• A commercial mindset, with a strong understanding of how reservations decisions influence hotel revenue and profitability.
• Proven ability to lead, coach and develop a high-performing team.
• Exceptional attention to detail and the ability to maintain accuracy in a fast-paced environment.
• Confidence managing complex situations and making sound, timely decisions.
• A proactive approach — you naturally look for opportunities rather than waiting for issues to arise.
• Excellent communication and relationship-building skills across all levels of the hotel.
• A genuine passion for luxury guest experiences and creating personalised moments that make a difference.
• Resilience, adaptability and the ability to remain calm and solutions-focused during periods of high demand.

Most importantly, you’ll be someone who leads from the front, takes ownership and is excited by the opportunity to make a real impact.

Additional Information

Why Sofitel Sydney Wentworth?

Join a globally recognised luxury hospitality brand and enjoy a range of benefits, including:

• Global discounts on accommodation, dining and more across 100+ Accor hotels and partner venues worldwide
• Generous leave entitlements, including birthday leave and up to 12 weeks parental leave
• 30% team member dining discount across Tilda, Bar Tilda, Delta Rue and Wentworth Bar
• Career development opportunities within a global luxury hospitality brand
• Ongoing learning and development alongside industry leaders
• Onsite perks including laundered uniforms, complimentary dry cleaning, $2 barista-made coffee, a $5 staff lunch buffet and discounted city parking
• A complimentary hotel stay package to celebrate your work anniversary
• Free 24/7 access to our Employee Assistance Program

Our commitment to Diversity & Inclusion
We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know. 

Please note that full working rights in Australia are required for this role.