Reservations Supervisor

Nestled right opposite the scenic Albert Park Lake with stunning views of Melbourne’s skyline, Pullman & Mercure Melbourne Albert Park offers an unparalleled environment for both leisure and business travellers. Our dual-branded hotel features 378 stylish rooms, a vibrant restaurant and bar, plus top-tier wellness amenities including a pool and a gym. We also host one of the largest conference centres in Melbourne, with 32 versatile event spaces that create the perfect setting for meetings, celebrations, and everything in between. Ready to be part of something exceptional? Come make an impact with us!

Pullman & Mercure Melbourne Albert Park is part of the Accor group. Accor is Australia’s largest hotel network with 50+ brands, 5100+ hotels operating in 110 countries. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

Together, We Champion Progress...

Progress is at the heart of what you do! By joining Accor & Pullman Melbourne Albert Park, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. #WorkYourWay

Do what you love, care for the world, dare to challenge the status quo! #BeLimitless

About the role:

We’re searching for a passionate, organised and relationship-driven Reservations Supervisor to join the commercial heart of Pullman & Mercure Melbourne Albert Park. Reporting to the Reservations Manager, this role is responsible for supporting the day-to-day operations of the Reservations Department while supervising and guiding the Reservations team to deliver a seamless guest experience from the very first interaction.

You’ll work closely with our Front Office, Sales, Business Development, Revenue, and Conference & Events teams, as well as directly with clients, OTAs, tour operators and travel partners, to ensure every booking is planned, delivered and executed seamlessly. This is an exciting opportunity for someone ready to step into a leadership role and make a real impact in how we deliver memorable guest experiences.

Key responsibilities

• Supervise, train, coach and support Reservations Agents and Executives, fostering a positive and high-performing team culture.

• Manage group room blocks, rooming lists, pick-ups, wash and release dates

• Supervise the daily operations of the Reservations team

• Process and manage individual and group accommodation bookings

• Oversee quoting, contracting, billing, and handovers for group accommodation bookings, including inbound, corporate, conference and special-event groups.

• Liaise closely with Conference & Events, Sales, Revenue and Front Office teams

• Monitor forward reservations, occupancy and room availability

• Ensure accurate reservation input, billing and payment processing

• Assist in resolving guest and account enquiries professionally and efficiently

• Support upselling initiatives and revenue opportunities

• Assist with roster preparation and departmental administration

• Build and maintain strong relationships with tour operators, event organisers, travel agents and external partners.

• Prepare and distribute group resumes, information, reports and departmental briefings for upcoming arrivals and events.

• Oversee accurate loading of rates and guest details into the PMS (Opera) and ensure data quality is maintained.

• Proactively manage cancellations, billing issues, disputes and no-show bookings, resolving matters efficiently and professionally.

• Monitor forward reservations, stop-sells and market segments in collaboration with the Revenue team to optimise occupancy and yield.

• Drive a culture of upselling and revenue maximisation within the reservations team.

About you:

• Previous experience in a hotel reservations or front office environment
• Prior supervisory or leadership experience preferred
• Strong attention to detail and organisational skills
• Excellent communication and stakeholder management capability
• Ability to work in a fast-paced and high-volume environment
• Strong systems skills, preferably with Opera Cloud or similar PMS systems
• Knoweldge of various systems including NOR1 would be advantageous 
• Positive, collaborative and solutions-focused approach
• Flexibility to work across Monday to Saturday rotating roster based on operational requirements

Benefits and Perks

• Enjoy exclusive Accor discounts and global benefits, including but not limited to accommodation and food & beverage discounts for you, your family and friends.
• Access to Accor Partner Benefits such as Europcar.
• Discounted onsite car park available.
• Access to confidential Employee Assistance Program.
• Inclusive and diverse environment.
• A friendly and supportive work environment.
• Excellent opportunity to further grow and develop your career with an industry leader
• Reward and recognition programs, including Annual Service Recognition and Accor Tenure Milestone recognition
• Mentoring and career development along-side experienced and dedicated professionals.

Apply today to start a conversation and see where your Accor career can take you!

***We are unable to provide sponsorship for this role, so Australian working rights are required.