Reservations Manager

About the Mercure brand

Mercure Hotels offer so much more than a place to find comfort and sleep –they are a portal to discovery, a springboard to exploration. Since its founding in 1973, Mercure has made it its mission to enlighten guests to the treasures of the location they are in. The network prides itself on offering high-quality standards with a true take on locality. From the moment guests arrive –– in one of our 950+ Hotels across 60+ countries –they are instantly immersed in a locally inspired atmosphere. Everything from the decorative design to a passion for local food and beverage discoveries is rooted in the unique features of each destination. 

About Mercure Brisbane Spring Hill 

The Mercure Brisbane Spring Hill is located on the central city fringe, just minutes from the CBD, Brisbane River, Suncorp Stadium and public transport.  Overlooking the city skyline and Roma St Parklands, the Hotel features 179 spacious guest rooms with generous open-aired balconies, modern amenities, an outdoor swimming pool, fitness room, and an alfresco-style restaurant and bar. 

We are seeking an experienced and proactive Reservations Manager to lead the daily operations of our Reservations Department. As a key member of the Rooms Division, you will be responsible for driving revenue through effective inventory management, ensuring accurate and efficient reservation processes, and delivering exceptional guest service at every stage of the booking journey.

This is an excellent opportunity for a hospitality professional with strong administrative skills, a passion for customer experience, and the ability to coach and motivate a team within a fast-paced hotel environment.

Operational Leadership

• Manage the daily operations of the Reservations Department, ensuring accuracy, efficiency, and adherence to Accor standards.

• Manage room inventory, rate loading, availability, and distribution across all channels.

• Oversee group bookings, allotments, and contractual blocks in coordination with Sales and Events teams.

• Ensure compliance with hotel policies, reservation procedures, and brand standards.

Guest Service & Communication

• Provide exceptional service to guests, travel partners, and internal stakeholders.

• Handle complex booking enquiries, VIP reservations, and escalation issues with professionalism.

• Ensure timely and accurate communication with Front Office, Housekeeping, and Revenue Management teams.

Team Leadership & Training

• Lead, mentor, roster, and train Reservations Agents.

• Conduct regular performance check-ins and support ongoing development.

• Foster a positive, guest-focused culture aligned with Accor values.

About You

• Previous experience in hotel reservations or front office (Accor experience highly regarded).

• Strong knowledge of Opera / PMS systems and channel management platforms.

• Excellent communication, problem-solving, and organisational skills.

• Ability to work under pressure, prioritise tasks, and maintain accuracy.

• Proven leadership or supervisory experience (or readiness to step up).

• A commitment to delivering a memorable guest experience.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. With 5400+ Hotels across 110+ countries, the opportunities are endless! 

• Learn your Way - Access to our Accor Academy so you can learn while you earn! 
• Work Your Way - Flexibility to ensure a work life balance! 
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation worldwide 
• Accor's refer-a-friend bonus 
• Accor's Parental Leave Scheme 
• Access to our Employee Assistance Program 

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