This position covers Group bookings including co-ordination of accommodation and meals as well as event orders and is designed to be the middle ground between the busy reservations department and the reservations manager. Assisting in both facets of the department you will be expected to provide a warm, friendly, and memorable experience for guests and ensure their needs and expectations are met throughout their stay. You will provide support in all guest service-related functions and ensure the department is kept up to date on any new changes or variations within the park functionality and be driven by sales targets and excited to meet and exceed as a department each month. Supporting a sales orientated workplace, delivering exceptional customer service, knowledge of the park and an understanding that the customer's first experience with the park is with the reservations team. You will be the point of contact for the department in the absence of the reservations manager.

Key responsibilities

Manage all operational requirements for group bookings including accommodation, meals, venues, tours, entertainment

Attend to in-house and external enquiries

Conduct site inspections

Liaise with Catering Manager for meals, menus, function space

Create calendar of events for all meal/function requirements and update weekly or more often as required





Complete and distribute function run sheets and relevant information to applicable departments in a timely manner

Respond to all group emails and enquiries with accuracy and in a timely manner

Follow up deposits and final payments for groups as per T&C;'s of each booking

Greet groups on arrival and farewell on departure, ideally in person, or ensure communication with front desk

Be the point of contact for all group elements and queries as well as providing support throughout group stay

About you

Ability to manage guest feedback on OTA's, Facebook, NPS and emails

Ability to respond efficiently and accurately to customer correspondence, queries and complaints through email, phone and online sources

Ability to communicate with reception, housekeeping and maintenance departments to ensure prompt responses to guests' needs

Solutions focused approach to ensure all complaints are dealt with quickly

Knowledge of availability, promotions and in-house activities to provide advice to guests and maximise sales opportunities

Ability to act as department manager when required

Ability to monitor customer service levels and coach team members when improvement is required

Ability to train new reservations team members

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📌 Reservations & Groups Supervisor (Gold Coast)
🏢 Big4 Holiday Parks
📍 Gold Coast