Tripleseat & SevenRooms | Melbourne-based | Australia and New Zealand remit | Premium hospitality

Own the guest journey - from first enquiry to post-event follow-up

The Lodge Group is seeking a highly organised and guest-focused Reservations & Guest Experience Manager to help manage reservations, guest communications and event coordination across our venues in Australia and New Zealand.

Based at Rodd & Gunn’s Melbourne head office and reporting to the Group Sales & Events Manager, this group-wide role sits at the centre of our reservations and events function, working closely with venue management, marketing, host teams and operational leaders throughout the business.

You will be the group’s internal SevenRooms specialist while playing a central role in the use and ongoing development of Tripleseat. From capturing and progressing event enquiries to maintaining proposals, client communications, booking information, operational handovers and post-event follow-up, you will help ensure every chance is managed accurately and professionally.

You will also maintain relationships with selected VIPs, regular guests, event clients and key clientele, ensuring their experience with The Lodge Group begins well before they arrive at one of our venues.

This is an opportunity to combine hospitality, technology, events, guest relationships and commercial thinking in a role with genuine group-wide influence.

About the Role

Working closely with the Group Sales & Events Manager and venue management teams, you will help ensure our reservation and event-management systems are accurate, commercially effective and aligned with the individual positioning and operational requirements of each venue.

You will establish consistent processes across Tripleseat and SevenRooms, support the conversion and coordination of group and event enquiries, and continually improve how we manage reservations, guest information, event communications and operational handovers.

The role is based at Rodd & Gunn’s Melbourne head office, with occasional travel to The Lodge Group venues across Australia and New Zealand.

Key Responsibilities

Tripleseat & Event Coordination

Drive the effective day-to-day use and ongoing development of Tripleseat across the group.

Ensure group and event enquiries are accurately captured, updated and progressed through the system.

Support the Group Sales & Events Manager with the conversion of event opportunities.

Prepare and maintain event proposals, booking information and client communications.

Maintain clear visibility over new enquiries, tentative bookings, confirmed events and outstanding actions.





Coordinate event requirements with venue management and relevant internal teams.

Lead operational handover meetings to ensure confirmed events are clearly communicated and effectively executed.

Support post-event follow-up and ongoing client relationship management.

Develop and refine Tripleseat procedures, workflows and reporting standards.

Promote consistent adoption of Tripleseat across venue and operational teams.

Reservations & SevenRooms

Own the configuration and ongoing management of SevenRooms across the group.

Maintain booking availability, access rules, service periods, deposits and cancellation policies.

Partner with the Group Sales & Events Manager to create experiences, offers, packages and special-event booking pathways.

Ensure reservation settings reflect operational requirements and commercial priorities.

Support venue teams with complex reservations, large-party bookings and guest escalations.

Establish consistent reservation standards and processes across all venues.

Monitor waitlists, cancellations, no-shows and booking conversion.

Identify opportunities to improve table utilisation and overall reservation performance.

Guest Communications & CRM

Manage selected VIP, regular guest, event client and key stakeholder communications with discretion and care.

Maintain accurate guest profiles, preferences and relationship notes within SevenRooms.

Develop guest segments based on behaviour, preferences, location and visit history.

Distribute targeted EDM campaigns through SevenRooms in conjunction with Rodd & Gunn Brand and Marketing.

Support campaigns relating to events, offers, experiences and key trading periods.

Maintain consistent and appropriate guest communication standards across the group.

Ensure guest information is handled accurately and in accordance with relevant privacy requirements.

Reporting, Training & Operational Support

Produce regular reporting on reservations, events, campaign activity and guest engagement.

Monitor reservation and event conversion, cancellations and no-show activity.

Analyse booking, event and guest trends to support commercial decision-making.

Identify opportunities to increase repeat visitation,



event revenue and table utilisation.

Act as an internal specialist across SevenRooms and Tripleseat.

Train relevant venue team members in the effective use of both platforms.

Maintain and regularly review platform procedures, settings and operating standards.

Support venue teams during major events, key trading periods and campaign launches.

Continually improve reservation and event processes across the group.

About You

You understand that a great hospitality experience begins with the first interaction — and that clear communication, accurate systems and disciplined follow-up are essential to delivering it.

You may currently work in restaurant reservations, events, guest relations, venue operations or premium hospitality and be ready to take ownership of a broader, group-wide function.

You will ideally bring:

Experience in restaurant reservations, events or premium hospitality operations.

Hands‑on experience using Tripleseat, or a comparable event‑management platform.

Experience using SevenRooms or a similar reservations and CRM platform.

Experience managing group bookings and event enquiries from initial contact through to operational handover.

A robust understanding of restaurant reservations and guest service.

Excellent written and verbal communication skills.

Strong client and relationship‑management skills.

Confidence working with guest data, reporting and CRM systems.

Strong organisational skills and the ability to manage multiple venues and competing priorities.

Sound commercial judgement and an understanding of hospitality trading patterns.

The discretion and confidence required to communicate with VIPs, event clients and high‑value guests.

Experience within premium restaurants, hotels, hospitality or luxury customer service.

You will be warm, polished and highly organised, with the ability to work independently while maintaining strong communication across multiple teams and locations.

Why Join The Lodge Group?

The Lodge Group brings the Rodd & Gunn brand to life through hospitality, operating a growing collection of distinctive restaurants, bars and guest experiences across Australia and New Zealand.

This role provides the opportunity to shape how Tripleseat, SevenRooms, event enquiries, reservations and guest relationships are managed across the group.

You will work alongside talented Rodd & Gunn and hospitality professionals with a global outlook, while having the autonomy to strengthen systems, standards and guest communications that deliver measurable commercial results.

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📌 Reservations & Guest Experience Manager (Melbourne)
🏢 The Lodge Group
📍 Melbourne