Company DescriptionTake 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 DescriptionReporting 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.

QualificationsWe’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.

and genuinely cared for.

What you'll be doing...

As Concierge Supervisor, you will support the Front Office Manager in leading our Concierge team and delivering the exceptional, personalised service expected within a luxury hotel environment.

You will be a visible presence in the lobby, leading the team through daily operations while actively engaging with guests and creating meaningful connections. You will have the opportunity to be creative in how you personalise the guest experience, finding thoughtful ways to surprise and delight our guests and create memorable moments throughout their stay.

This is a hands-on leadership role suited to someone who thrives in a fast-paced environment, remains calm under pressure and takes genuine pride in creating exceptional guest experiences.

Key responsibilities include:

• Lead and support the Concierge team throughout daily operations, ensuring consistently high standards of service, presentation and guest engagement
• Assist the Front Office Manager in the effective leadership and development of the Concierge team
• Create genuine connections with guests, taking the time to understand their needs, preferences and expectations
• Use creativity and initiative to create personalised and memorable moments that exceed guest expectations
• Anticipate guest requirements and proactively provide thoughtful recommendations, assistance and local knowledge
• Ensure every arrival, departure and guest interaction reflects the luxury standards of Hotel Chadstone Melbourne MGallery
• Coach, support and develop team members, providing guidance and feedback to build confidence, capability and service excellence
• Remain calm, composed and solutions-focused during busy periods, unexpected situations and challenging guest interactions
• Take ownership of guest requests and concerns, resolving issues professionally and ensuring positive outcomes
• Coordinate the Concierge team effectively during peak periods, ensuring the lobby and guest experience runs smoothly
• Maintain exceptional standards of presentation, communication and professionalism across the Concierge operation
• Work closely with Front Office, Housekeeping, Food & Beverage and other hotel departments to ensure a seamless guest journey
• Build strong relationships with regular guests, VIPs and repeat clientele, identifying opportunities to personalise their experience
• Maintain accurate records, communication and handover information to ensure continuity of service
• Identify opportunities to improve the Concierge experience and continually raise service standards

What we're looking for...

• Previous Concierge, Guest Services, Front Office or similar experience within a premium or luxury hotel environment
• Previous supervisory or leadership experience, with the ability to confidently lead and motivate a team
• A genuine passion for luxury hospitality and creating memorable guest experiences
• Exceptional guest engagement and commu
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