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Head of Reservations & Guest Experience - CBD Venues at The Point

Sydney NSW 2000, , Australia -

Full Time

Start Date

Immediate

Expiry Date

07 Nov, 25

Salary

0.0

Posted On

08 Aug, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Good communication skills

Industry

Hospitality

Description

Passionate, professional & friendly team environment
Based in our head office in Sydney’s CBD
Competitive salary + bonus + incentives
At The Point, we believe every guest experience begins long before they walk through the door. We’re looking for a leader who knows how to set the tone from the first interaction — someone who gets that the right tone of voice, a thoughtful suggestion, or a seamless reservation process can transform a booking into a loyal guest.
As Head of Reservations & Guest Experience, you’ll oversee the reservations function across two of our flagship venues — Shell House and The International. You’ll lead a high-performing team of three, working closely with our events crew to ensure smooth transitions and elevated experiences.
We’re after someone who’s passionate about service, detail-driven, and confident using systems like SevenRooms (experience essential) and Tripleseat (we can train you). From phone call to follow-up, you’ll optimise every touchpoint — helping us deliver next-level hospitality across multiple concepts and levels.

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Responsibilities

Leading the reservations team for Shell House and The International, with a focus on service, performance and culture
Managing and optimising all inbound guest enquiries — phone, email, online — with warmth, professionalism and speed
Overseeing booking systems and managing floor availability in real-time
Working closely with the events team on seamless handovers and collaborative planning
Driving revenue through strategic upselling, menu recommendations and cross-venue suggestions
Reporting on trends, guest feedback and performance metrics to identify opportunities and improvements
Coaching your team to deliver consistent, polished, on-brand communication and service