Reservations & Rooms Operations Team Lead

Job Purpose

To support daily Rooms Division operations with a focus on reservations management, room inventory control, operational coordination, and systems accuracy. This role works closely with Front Office and Housekeeping to ensure smooth operations, excellent guest experience, and revenue integrity.

Key Responsibilities

Reservations & Operations

• Manage daily reservations, including bookings, amendments, cancellations, and special requests.
• Monitor room inventory, availability, and allocations to maximise occupancy and operational efficiency.
• Coordinate with Front Office and Housekeeping to ensure accurate room status updates and smooth guest arrivals and departures.
• Handle room discrepancies and operational changes promptly to minimise guest impact.
• Respond professionally to guest enquiries regarding reservations, room availability, and rates.
• Identify upselling opportunities to enhance guest experience and maximise revenue.
• Support operational coordination during high occupancy and peak periods.

Systems & Administration

• Maintain accuracy of Opera Cloud, POS, and related systems for room operations and guest billing.
• Manage guest profile maintenance, including profile verification and duplicate profile merging.
• Support inventory control, operational reporting, and departmental audits.
• Coordinate ordering and stock control of Rooms Division supplies with relevant departments.
• Prepare and maintain operational and performance reports.

Financial & Compliance Support

• Support billing validation, OTA reservation checks, and commission reconciliation.
• Assist with cost control processes, inventory tracking, and audit documentation.
• Ensure compliance with company policies, operational procedures, and data privacy standards.

Team & Operational Support

• Provide operational support to Reservations and Front Office teams during busy periods.
• Participate in cross-department projects and process improvement initiatives.
• Support onboarding and cross-training within the Rooms Division.
• Perform additional duties assigned by management as required.

Qualifications & Skills

• Previous hotel operations experience within Rooms Division required.
• Supervisory experience preferred.
• Experience with Opera / Opera Cloud is essential.
• Strong understanding of reservations, room inventory, and Front Office operations.
• Excellent communication, organisation, and problem-solving skills.
• Service-oriented with strong attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficient in Microsoft Office applications and operational reporting.
• Good command of spoken and written English; additional languages are an advantage.