Reservations & Groups Coordinator (AU - Remote)

Location: Remote/WFH
Arrangement: Full time

ABOUT THE COMPANY:

The company is a 4-star apartment hotel located in the heart of Darwin's CBD, providing contemporary accommodation for both corporate and leisure travellers.

The property offers studio rooms and spacious one- and two-bedroom apartments catering to short stays, extended stays and business travellers, alongside conference and meeting facilities, dining, a fitness centre and swimming pool.

A significant part of the hotel's market is corporate accommodation, including regular business travelers, consultants, relocation teams and project-based workers requiring short and extended stays.

ROLE OVERVIEW:

The client is looking for an experienced Cluster Reservations & Groups Coordinator with at least three years of hotel reservations experience, including hands-on experience managing group bookings.

This role will primarily focus on handling reservation enquiries via phone and email, preparing quotes, processing bookings, coordinating rooming lists, managing booking amendments and following up on deposits. The position will also support corporate accommodation enquiries and identify opportunities to upsell suitable room types, accommodation options and extended stays.

The ideal candidate is organised, commercially aware and capable of managing their workload independently. They should be comfortable making routine operational decisions, prioritising competing tasks and following matters through to completion without requiring constant supervision.

Reporting directly to the client, the coordinator will work closely with the Reservations Supervisor on daily tasks and operational priorities. Pricing approvals and broader commercial decisions will remain with management.

RESPONSIBILITIES:

Reservations & Guest Enquiries

• Handle incoming reservation enquiries via phone and email across the three-property portfolio.
• Respond to guest and client questions regarding room types, availability, rates, booking conditions and accommodation options.
• Enter, amend and maintain reservations accurately within the relevant property management system.
• Follow up outstanding enquiries, provisional bookings and pending confirmations to support timely conversion.
• Maintain accurate reservation records, guest details, booking notes and special requirements.
• Coordinate booking changes, cancellations and other reservation-related requests.
• Ensure enquiries are handled professionally and followed through within appropriate timeframes.

Group Reservations & Coordination

• Manage group booking enquiries from initial enquiry through to confirmation and ongoing coordination.
• Prepare accommodation quotes and booking details in line with established pricing guidelines and approval processes.
• Enter and maintain group reservations, ensuring booking information is complete and accurate.
• Coordinate and maintain rooming lists, including guest names, room allocations, arrival and departure dates, and relevant booking requirements.
• Process group booking amendments, including changes to room allocations, guest details and stay dates.
• Monitor deposit requirements and follow up outstanding deposits and payment deadlines.
• Track booking deadlines, cut-off dates, outstanding information and other group booking requirements.
• Liaise with guests, corporate contacts and internal hotel teams to ensure group arrangements are communicated clearly and delivered smoothly.
• Maintain clear records of booking progress, outstanding actions and follow-up commitments.

Corporate Enquiries & Upselling

• Respond to corporate accommodation enquiries and provide suitable accommodation options based on client requirements.
• Follow up prospective and existing corporate enquiries via phone and email.
• Identify appropriate opportunities to upsell room types, apartment options, extended stays and other relevant accommodation offerings.
• Support the conversion of enquiries into confirmed reservations through timely, professional communication.
• Maintain positive relationships with repeat guests, corporate contacts and other accommodation clients.
• Escalate pricing requests, special commercial arrangements and non-standard rate requirements to management for approval.

This is not a cold-calling-focused sales position. Corporate enquiries, relationship management and upselling are part of the role, but proactive cold calling is not essential.

Administration, Reporting & Workload Management

• Maintain organised and up-to-date reservation records, group booking trackers and follow-up schedules.
• Use Microsoft Outlook to manage emails, calendar commitments, reminders and follow-up activities.
• Use Microsoft Excel to maintain booking information, rooming lists, trackers and other operational records.
• Monitor outstanding tasks and ensure enquiries, deposits, amendments and other commitments are followed through.
• Prioritise competing tasks and manage workload effectively across multiple properties.
• Make routine operational decisions within established procedures and escalate exceptions or matters requiring approval.
• Work closely with the Reservations Supervisor on daily priorities, while maintaining ownership of assigned tasks.
• Provide management with clear updates on outstanding enquiries, group booking progress and issues requiring attention.

• At least 3 years of hands-on hotel reservations experience.

• Demonstrated experience managing group bookings, including quotes, reservation entry, rooming lists, amendments and deposit follow-ups.
• Previous experience using a hotel Property Management System (PMS) or reservations platform.
• Strong verbal and written English, with confidence handling guest and corporate enquiries by phone and email.
• Good working knowledge of Microsoft Outlook and Excel.
• Strong organisational skills and attention to detail when managing booking information, rates, dates, room allocations and payment deadlines.
• Ability to manage multiple priorities across different properties while maintaining accuracy and timely follow-up.
• Demonstrated initiative, sound judgement and the ability to make routine decisions without constant guidance.
• A reliable, proactive approach to task ownership, follow-through and communication.
• Ability to work independently in a remote environment and collaborate effectively with the Reservations Supervisor and management team.

Highly Regarded

• Experience working across multiple hotel properties or within a hotel group.
• Familiarity with RMS Cloud and/or HotelKey.
• Experience with other hotel PMS or reservations platforms, with the ability to learn new systems quickly.
• Experience handling corporate accommodation bookings, extended stays and group accommodation requirements.
• Exposure to hotel upselling, corporate account servicing or accommodation sales support.
• Experience working with Australian hotels or comparable international hotel operations.

What Success Looks Like

The right person will be more than someone who simply processes bookings.

They will be able to confidently manage incoming reservations while proactively creating and following up commercial opportunities.

Success in the role will mean:

• Reservations are handled accurately and professionally.
• Guest and corporate enquiries receive timely follow-up.
• Prospective corporate customers are proactively contacted.
• Sales conversations are consistently followed through.
• Corporate and long-stay opportunities are identified and progressed.
• Management has clear visibility over outstanding enquiries and sales opportunities.