Company Description
At Mercure Perth, we blend midscale elegance with authentic local character, right in the heart of the Perth CBD. Featuring modern upscale accommodation, expansive conference and event spaces, and vibrant dining experiences like Cucina on Hay and Beccaria, we are a preferred destination for corporate travelers, holidaymakers, and event organizers alike.
As part of the Accor network—the world's leading hospitality group—we are home to more than 260,000 hospitality experts across the globe who place people at the heart of everything we do. We champion a culture where our team members are encouraged to be "Heartists"—letting their hearts guide them to deliver genuine, heartfelt service with a personal touch.
Job Description
We're looking for a professional and detail-oriented Groups & Reservations Manager to join our team in Perth, Australia. In this role, you will oversee all group bookings, airline groups, group lists, and room allocations operations, managing client relationships while maximizing revenue and ensuring exceptional service delivery. You will be responsible for coordinating with various departments to ensure seamless execution of group events and maintaining our organization's reputation for excellence.
Key Responsibilities
Manage and process group reservations and bookings—including airline group blocks, precise room allocations—using reservations management systems, ensuring accuracy and timely confirmation.
Develop and maintain strong relationships with corporate clients, travel agencies and airline representatives through professional communication and personalized service.
Coordinate with sales, operations, housekeeping, and front desk teams to ensure all group requirements, flight schedule changes, and rooming specifications are met and exceeded.
Quote group rates and packages.
Handle customer enquiries, special requests, and resolve conflicts professionally and efficiently.
Monitor group booking trends and prepare accurate forecasts and reports for management review.
Train Front Office team, providing guidance on customer service standards and operational procedures, particularly regarding airline group processing and room allocation management.
Maintain detailed records of group bookings, contracts, and correspondence in compliance with organizational policies.
Analyze reservation data to identify opportunities for improvement and implement process enhancements.
Ensure all group events are properly documented and follow-up is completed post-event.
Checking commission against rates and finalizing invoices.
Ad hoc end of month reporting
Qualifications
**Required Skills & Experience:**
- Proven experience in reservations management or group sales coordination within the hospitality industry
- Proficiency with reservations management systems and customer relationship management (CRM) software
- Strong organizational and time management skills with the ability to manage multiple bookings simultaneously
- Excellent written and verbal communication skills with the ability to interact professionally with diverse clientele
- Advanced proficiency in Microsoft Excel and other office management tools
- Demonstrated ability to negotiate and close group bookings while maintaining customer satisfaction
- Strong problem-solving skills and ability to handle challenging situations with composure
- Team leadership experience with the ability to supervise and motivate staff
- Knowledge of revenue management principles and pricing strategies
- Attention to detail and accuracy in data entry and record-keeping
**Preferred Skills & Experience:**
- Experience managing groups and events in a multi-property hotel environment
- Familiarity with event coordination and logistics
- Sales forecasting and business analysis experience
- Conflict resolution and advanced negotiation expertise
- Experience with additional hospitality software platforms or booking engines
Additional Information
Experience is an asset
Prior experience working with Opera or a related system
Fluency in English
additional languages are a plus
Your team and working environment:
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
