Reservations Executive - Groups

About the Role

Hotel St Moritz, part of the MGallery Hotel Collection, is looking for a Reservations Executive focused on groups in Queenstown, Otago. This role sits at the centre of a luxury guest journey, helping create smooth group experiences while delivering warm, personalised service that supports memorable stays and strong client relationships.

You will handle reservations accurately and promptly, follow property procedures, respond to enquiries in a timely way, and communicate professionally by phone and email. A key part of the role is balancing guest care with revenue goals by helping maximise occupancy, rates, and overall yield.

What You’ll Do

• Partner with the revenue team to support leisure group bookings.
• Help manage inventory so suitable business can be sold effectively.
• Support return and new tour series by loading future series, preparing quotations, and working with the General Manager on contracts for upcoming seasons.
• Create group blocks and maintain group rooming lists.
• Send quotations and booking confirmations to travel agents and clients.
• Track and follow up on outstanding deposits, prepayments, and other group payments.
• Share timely updates on booking status, cancellations, and changes.
• Keep group bookings correctly updated in the PMS and maintain records for audit needs.
• Coordinate special group requirements with teams such as F&B and conference services.
• Answer incoming calls quickly, using the hotel greeting and collecting all necessary details.
• Make sure all reservations are handled within the same working day.
• Take ownership of all enquiries until they are resolved.
• Ensure all outgoing correspondence follows company process and gain approval for unusual communication where required.
• Complete tasks requested by the Revenue Team.
• Maintain strong accuracy and attention to detail, especially for group business.
• Work effectively in a busy environment while managing guest and group expectations.
• Handle complaints professionally.
• Record and process monthly commissions for the revenue team.
• Keep a proactive sales approach to support occupancy and rate performance.
• Assist the Front Office Manager with weekly meetings and updates on upcoming group needs.
• Deliver friendly, efficient, and professional service to all guests.
• Live the La Maison vision and demonstrate the La Maison values in daily work.
• Support other departments or take on additional tasks as needed by management.

What We’re Looking For

• Experience in hotel guest services or reservations, with confidence using Opera or another PMS.
• Strong time management and the ability to handle multiple tasks at once.
• Professional grooming and polished personal presentation.
• Clear, articulate communication and an understanding of luxury guest expectations.
• Self-motivation and comfort working independently.
• A friendly, engaging manner.
• Ability to coordinate several priorities simultaneously.
• Strong written and spoken English.
• A clean police record.

Additional Information

Hotel St Moritz offers competitive pay and a range of benefits, rewards, and development opportunities. Benefits include daily staff meals, dry-cleaned uniform support, a laundry allowance, and anniversary stays with food and beverage credit.

Wellbeing support is part of the package too, with discounted gym, wellness, and fitness studio access, EAP support, mental health resources, and progressive policies such as 12 weeks of paid parental leave and rainbow-inclusive practices.

You can also take part in social activities and community initiatives throughout the year, grow your career with the New Zealand Hotel of the Year 2024, and benefit from Accor leadership training programmes. Additional perks include discounted hotel stays, food and beverage rates, spa treatments worldwide for you and eligible friends and family, ongoing recognition incentives, referral rewards, and opportunities for global career progression within Accor.

Diversity and Inclusion

The organisation is committed to building an inclusive workplace and welcomes diverse talent. Reasonable adjustments can be arranged during the recruitment process if needed.