Multi-Property Reservations Manager

Lead. Inspire. Optimise. Deliver Exceptional Guest Experiences.

An exciting opportunity exists for an experienced and people-focused Reservations Manager to lead the Reservations function across two of the Gold Coast's premier Marriott properties: JW Marriott Gold Coast Resort & Spa and the opening AC Hotel by Marriott Gold Coast.

Reporting directly to the Multi-Property Director of Sales & Distribution, you will be responsible for driving the performance of the Reservations team, maximising room revenue through effective inventory and pricing management, and ensuring a seamless guest experience from reservation to arrival.

This role will suit a commercially minded hospitality professional who is passionate about people leadership, revenue optimisation, and delivering exceptional service.

About the Role

As Reservations Manager, you will oversee the daily operation of the reservations function across both properties, ensuring efficient processes, outstanding guest service, and strong commercial performance.

You will lead, develop and mentor a high-performing team while supporting the hotels' revenue strategies through effective inventory management, upselling initiatives, loyalty enrolments, and group booking coordination.

Key Responsibilities

Leadership & Team Development

• Lead, coach and inspire Reservations team members to achieve departmental and hotel objectives.
• Recruit, onboard, train and develop Reservations Associates.
• Foster a collaborative and positive team culture aligned with Marriott's values.
• Prepare and manage team rosters, attendance, leave approvals and departmental scheduling.
• Conduct regular performance conversations, coaching sessions and team meetings.
• Create a working environment where associates feel valued, engaged and supported.

Revenue & Commercial Performance

• Maximise room revenue through effective inventory management and reservation sales practices.
• Drive upselling initiatives and establish monthly upsell targets for the team.
• Champion Marriott Bonvoy enrolments and create a loyalty-focused culture.
• Participate in weekly revenue and yield meetings.
• Monitor room type availability and optimise inventory daily.
• Identify opportunities to improve conversion, occupancy and rate performance.
• Manage reservations labour costs, overtime and productivity.

Reservations Operations

• Oversee all FIT and Group reservations, ensuring accuracy and attention to detail.
• Coordinate group room blocks and communicate booking requirements with clients and internal stakeholders.
• Ensure Group Rundowns are prepared and distributed in a timely manner.
• Manage commission processing, including FIT commissions through CTAC and Group commission reconciliation.
• Maintain accurate records within Opera PMS and associated systems.
• Handle escalated guest enquiries and reservations-related concerns professionally and efficiently.
• Provide hands-on operational support within the Reservations Department as required.

Stakeholder & Guest Relations

• Work closely with Sales, Event Planning, Front Office, Revenue Management and Finance teams.
• Build strong relationships with clients, travel partners and key stakeholders.
• Coordinate VIP guest requests and special arrangements.
• Conduct service recovery and resolve guest concerns with professionalism and care.
• Maintain a strong focus on guest satisfaction and service excellence.

About You

To be successful in this role, you will bring:

• Previous experience leading a hotel Reservations, Revenue or Front Office Reservations team.
• Strong understanding of hotel reservations, inventory management and revenue principles.
• Exceptional communication, coaching and stakeholder management skills.
• Demonstrated ability to motivate and develop teams.
• Strong analytical and problem-solving capabilities.
• Excellent organisational skills with the ability to manage competing priorities.
• High attention to detail and accuracy.
• A positive and professional leadership style aligned with Marriott's "People First" philosophy.

Preferred Qualifications

• Diploma, Degree or relevant qualification in Hospitality Management, Business, Tourism, Hotel Management or a related field.
• Experience within Marriott International or a major hotel brand is highly regarded.
• Previous experience using:
  • Opera PMS
  • CI/TY
  • Marriott systems and reporting tools
  • Microsoft Office Suite
• Understanding loyalty programs and management for member's bookings.

What You'll Bring

Why Join Us?

At Marriott International, we believe our associates are our greatest asset.

By joining JW Marriott Gold Coast Resort & Spa and AC Hotel by Marriott Gold Coast, you'll become part of a global hospitality leader committed to developing talent, celebrating diversity, and creating career opportunities around the world.

Benefits Include

• Marriott hotel and travel discounts worldwide
• Career advancement opportunities across Marriott International
• Learning and development programs
• Associate recognition initiatives
• Supportive and inclusive workplace culture
• Opportunities to work across two iconic Gold Coast Marriott properties
• Wellbeing and engagement programs

If you're ready to lead a high-performing Reservations team and play a key role in driving commercial success across two exceptional Marriott hotels, we'd love to hear from you.