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About the Role

Lead the Reservations function at Sofitel Sydney Wentworth, a luxury hotel combining Australian heritage with French elegance. This role is key to shaping the guest journey from the first interaction, driving revenue, maximizing conversion, and creating personalized guest experiences.

Responsibilities

Lead and develop the Reservations team, fostering a high-performing, accountable, and engaged culture.
Oversee all individual, group, VIP, corporate, and leisure reservations, ensuring accuracy in room types, rates, packages, inclusions, and guest preferences.
Drive conversion and upselling opportunities to maximize room revenue and enhance the guest experience.
Monitor reservation queues, cancellations, no-shows, amendments, and outstanding inquiries to ensure opportunities are not missed.
Champion a personalized and anticipatory approach to every guest interaction.
Build strong relationships with repeat guests and VIPs.
Partner closely with Revenue, Front Office, Guest Relations, Sales, and other hotel departments to optimize performance and deliver a seamless guest journey.
Identify and resolve complex reservation matters with sound judgment and a solutions-focused approach.
Ensure departmental procedures, systems, and service standards are consistently followed.
Understand market trends, competitor activity, and key demand drivers, translating them into commercial opportunities.
Manage rostering, leave planning, and resources to ensure adequate staffing and support for the department.
Coach and develop the team in product knowledge, systems, sales capability, and luxury service standards.
Monitor performance against agreed KPIs and provide regular coaching, feedback, and recognition.

Requirements

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, looking 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 personalized moments.
Resilience, adaptability, and the ability to remain calm and solutions-focused during periods of high demand.
Ability to lead from the front, take ownership, and make a significant impact.
Full working rights in Australia are required.

Skills

Revenue Management
Distribution
Reservations Principles
Team Leadership
Coaching
Sales Capability
Luxury Service Standards
Communication
Relationship Building
Problem Solving
Attention to Detail

Location

Sydney

Work Type

Permanent
Full-Time

Experience Level

Manager
Leadership

Benefits

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

About the Company

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

Equal Opportunity

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.