Reservations Manager

Company Description voco® Melbourne Central is a contemporary hotel located in the heart of Melbourne’s CBD, offering guests a comfortable stay close to business, shopping, dining, and entertainment precincts. The hotel focuses on relaxed yet upscale experiences, providing modern rooms and quality amenities for both leisure and business travelers. With its central location, voco® Melbourne Central attracts a diverse mix of guests seeking convenience and attentive service. Team members are encouraged to deliver warm, memorable experiences that reflect the vibrancy of Melbourne.Role Description The Reservations Manager is a full-time, on-site role based at voco® Melbourne Central in Melbourne, VIC. This role oversees the daily reservations function, including managing room inventory, processing individual and group bookings, and ensuring accurate, timely responses to reservation inquiries across phone, email, and online channels. The Reservations Manager collaborates closely with front office, sales, and revenue teams to optimize occupancy, rate strategies, and guest mix. Day-to-day responsibilities include monitoring reservation systems, forecasting demand, preparing reports, and identifying opportunities to increase revenue through upselling and cross-selling. The role also involves training and coaching reservations team members, maintaining high standards of customer service, and resolving complex booking issues to deliver a smooth guest experience from initial inquiry to arrival.Qualifications Strong reservations and booking management skills, including experience with hotel reservation systems (Opera) and inventory management.Proficient customer service abilities, with a focus on delivering responsive, solution-oriented support to guests and partners.Clear and professional communication skills, both written and verbal, with the ability to liaise effectively across departments.Sales and revenue-focused mindset, with experience in upselling, cross-selling, and converting inquiries into confirmed bookings.Training and team leadership experience, including coaching staff, setting performance standards, and supporting ongoing development.Previous experience in hotel or hospitality operations, ideally in reservations or front office management.Strong organizational and analytical skills, with attention to detail and accuracy in data entry, reporting, and forecasting.Comfort using property management systems, reservation platforms, and general office software (e.g., MS Office).Ability to work on-site in Melbourne, VIC, and adapt to a fast-paced, guest-focused environment.Relevant qualification in hospitality, tourism, business, or a related field is advantageous.