Assistant Reservations Manager | Merivale

The Company 

Owned and run by the Hemmes family for over 60 years, Merivale began as a fashion house that led Sydney into the swinging sixties for all things music and fashion. With a knack for creativity, “The House of Merivale” injected a new energy into the theatre of Sydney transforming the brand into what we know now as one of the largest leading hospitality empires in Australia.   

The Role

Merivale’s Reservations department is after an Assistant Manager to help lead and develop the team. This team is the centre for all guest services, reservations and general enquiries. You will be leading a team and driving a positive team culture, answering a large volume of phone and email inquiries, building relationships with our venue managers; and managing and building rapport with guests to ensure their expectations are exceeded, always enhancing the Merivale experience.

 Additionally, you’ll be an escalation point for customer queries, sending daily reservations reports, and managing reservations for special events such as Valentine’s Day, Melbourne Cup, New Year’s eve etc. Some responsibilities include:

• Managing the day-to-day operation of the team.
• Empowering the team to make decisions for best guest and venue experience. Roster the team within budget parameters, monitor casual labour force.
• Working with Reservations Manager to define KPI’s for direct reports & team members whilst monitoring for success.
• Aligning with reservations management team to promote teamwork, cross training and efficiencies across the wider Reservations team.
• Actively take calls, emails, web chat during peak periods. 
• Motivating the team to exceed daily, monthly, yearly KPI’s

To be successful in this role you ideally have:

• A background in hospitality management.
• Experience in leading a team and ability to drive and support a team in reaching team goals and KPIs
• Exceptional communication skills, both written and verbal, demonstrated attention to detail and the ability to multi-task
• Outgoing and proactive with a passion and energy in your work, calm, polite, and guest focussed
• Experience using Hospitality booking systems. (Ideally Sevenrooms)

The Reward 

This role will provide the platform to make your mark, in ways that impact the experience of our guests on a daily basis. We also offer: 

• Competitive salary. Paid parental leave and flexible return to work support for new parents.  

• Amazing discounts at 90+ venues. 

• Career development through supported technology education tools and programs.  

• Employee Assistance Program. 

• Employee Referral Program. 

• Free lunch in venue each day.