Reservations Manager

About Us

G’day Group is more than just accommodation – we create unforgettable memories.

As Australia’s largest park network, we encompass Discovery Parks, G’day Parks, and the G’day Rewards loyalty program, employing over 2,200 people across more than 300 holiday parks nationwide, including 85 fully owned and operated parks and resorts.

From the rugged luxury of El Questro Homestead in Western Australia’s Kimberley region to the pristine beaches of Rottnest Island and unique wildlife experiences at Undara in Outback Queensland, our diverse portfolio caters to every style of traveler. Whether you’re catching waves along the coast, forging campfire friendships, or chasing waterfalls in the Kimberley, we provide authentic Australian experiences.

We are committed to reshaping the tourism industry with cutting-edge technology and exceptional customer service. With eyes on domestic and regional tourism like never before, we are building a passionate, adaptable, high-performance team to create holiday memories that put a smile in every g’day.

About the Role

Are you a results-driven leader with a passion for customer service, sales, and operational excellence? We are looking for a Reservations Manager to oversee and enhance the performance of our Reservations Team across a select portfolio of resort-style properties.

As the Reservations Manager, you will be responsible for:

• Leading and mentoring the Reservations Team to deliver outstanding service for both direct and group bookings.
• Driving sales performance, optimizing conversion rates, and achieving revenue targets.
• Improving operational efficiency through systemisation and process improvements.
• Cross-training and equipping the team to maximize revenue through upselling and enhanced conversion.
• Monitoring team performance, maintaining training materials, and ensuring alignment with business growth and diversification.

Key Responsibilities

• Ensure exceptional customer service for guests and trade partners via phone and email.
• Monitor team performance, service levels, and KPIs, providing insights and updates to management.
• Streamline reservation processes for Groups and FIT bookings to improve operational efficiency.
• Oversee group allocations and ensure revenue and materialisation targets are met.
• Develop deep expertise in reservations and telephony systems, driving seamless system integration.
• Drive sales initiatives to generate incremental revenue while delivering top-tier customer experiences.
• Support the team in resolving escalated customer complaints and inquiries promptly.
• Build and maintain strong relationships with Trade Partners, industry stakeholders, and internal teams.
• Oversee team scheduling, rostering, and leave management to align with business needs.
• Assist in resolving trade invoicing queries and minimising debtors.
• Recruit, onboard, and train new team members while fostering a positive and motivated work environment.
• Provide reservations performance reports to management with key insights and recommendations.

What We’re Looking For

• A tech-savvy, proactive, and results-driven professional.
• Proven sales and customer service experience with a focus on driving revenue.
• Strong leadership and staff management skills.
• Experience in systemisation and process improvement for operational efficiency.
• Digital native with the ability to work across multiple platforms and property management systems.
• Tertiary qualification in Tourism, Marketing, Communication, or Business (preferred) or equivalent experience.

Why Join Us?

• Be part of a dynamic, growth-focused company with a strong industry reputation.
• Work in a supportive and collaborative environment.
• Drive real impact through innovation and strategic leadership.

If you’re ready to take on a rewarding leadership role and elevate our reservations team to new heights, apply now!

Benefits

• Health and Wellbeing – Flexible and hybrid working arrangements / Employee Assistance Program / Discounted private health cover / BeWell Training Program / Weekly yoga and walking group / Free annual flu vaccinations
• Leave Policies – Parental leave / Volunteer leave / Study leave 
• Professional Development – Leadership programs / Support of external training courses / Reimbursement of professional memberships
• Employee Savings – Discounted accommodation and experience rates / Salary packaging / Discovery partner discounts/ Free G’day Rewards membership / Loyalty recognition benefits

Our ESG statement

The G’day Group acknowledges the increasing global expectation to demonstrate our approach to Environmental, Social and Governance (ESG) risk factors and sustainability in our daily operations and ongoing decision making. Our five-year ESG strategy is evolving to ensure we are committed to fostering a safe, respectful and inclusive workplace, giving back to the communities we operate in, and protecting our environment.

Conditions of Employment

Prior to an offer of employment being made, candidates must provide authority for a Federal Police Clearance to disclose any criminal offences or charges. Drivers Licence essential.