This role is Sydney CBD based.
The Ritz‑Carlton’s first lodge experience, set to open in 2027, is set on the folds of the World Heritage listed Greater Blue Mountains. As one of Australia’s pioneering sustainable luxury lodges, it was designed to protect and enhance the surrounding natural environment. Guests enjoy an all-inclusive luxury experience featuring gourmet dining, premium beverages, curated nature-based experiences, and personalised service. Accommodation comprises one, two and three bedroom elegant freestanding suites, each with an indoor/outdoor private pool, living area, fireplace and expansive views of the surrounding wilderness. Lodge facilities include a comprehensive day spa, fitness center, outdoor pool, kids club, and a range of immersive experiences showcasing the region's wildlife, landscapes, and rich heritage. Located approximately 2.5 hours drive from Sydney on the folds of the UNESCO World Heritage listed Greater Blue Mountains, the lodge offers an exclusive escape within one of Australia's most spectacular natural environments.
JOB SUMMARY
- Responsible for managing and overseeing all reservation touchpoints for the lodge
- Drive revenue performance by actively contributing to and achieving sales targets
Manage the day to day operations of the reservations team
- Elevate and maintain a personalised and experience led approach to every guest engagement across the pre-arrival experience
- Uphold the lodge’s luxury positioning and service standards
CANDIDATE PROFILE
Experience
- 5+ years in luxury hotel or lodge reservations, front office, guest services, sales, marketing or travel agency operations.
- Fluency across cultures, time zones, and the nuances of the high value guest.
CORE WORK ACTIVITIES
Understanding Markets & Maximizing Revenue
- Manage and respond to high value booking enquiries, building and nurturing a strong pipeline of qualified leads and converting them into bookings to achieve team and lodge revenue goals
- Understand the broader market landscape, including competitor strengths and weaknesses, key demand drivers, and emerging trends, and apply this insight to effectively position and sell against competitive offerings
- Closes the best opportunities for the property based on market conditions and property needs.
- Promote opportunities for the team to upsell value added experiences and encourage extended length of stay.
- Develop a strong understanding of the lodge's guests and service philosophy, anticipating individual needs to deliver personalised, exceptional experiences.
Conducting Daily Reservations Sales Activities
- Review key performance results, including response times, workflow allocation, enquiry and conversion data and implement internal business strategies to coach, motivate, and inspire and support the team to achieve business goals
- Support our Marriott Bonvoy loyalty members with new booking enquiries and membership information
- Oversee all pre-arrival preparations, ensuring guest itineraries, reservations, preferences, and logistical arrangements are accurately captured and .coordinated
- Work closely with lodge team to ensure seamless handover and execution of all guest bookings, maintaining full alignment on arrival/departure logistics, rate integrity, guest profiles and special requests to consistently deliver a high touch luxury lodge experience.
Providing Exceptional Customer Service
- Deliver exceptional guest service by anticipating individual needs and creating personalised, memorable experiences throughout every stage of the guest journey.
- Handle and resolve complaints or issues, working closely with other departments to ensure client satisfaction and swift resolution.
Managing and Conducting Human Resource Activities
- Develop, implement and maintain an orientation program for team to receive the appropriate new hire training to succeed in their role
- Coach, develop and inspire a high performing reservations team
- Utilise all available training tools for employees
- Create monthly rosters for the team.
Additional Responsibilities
- Utilises applicable intranet for resources and information.
- Creates contracts as required.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
