Assistant Reservations Manager - Hawke's Bay New Zealand

Job Description

The Assistant Reservations Manager supports the overall success of Rosewood Hotel Group by ensuring that the Reservations Department operates with excellence and consistency. This role upholds service quality, enhances revenue opportunities, and ensures smooth daily operations. It provides leadership support within the department, contributes to commercial strategies, and ensures accurate reservation handling that positively impacts guest experience and business performance.

HOW YOU’LL MAKE THE PLACE

• Supervise daily Reservations operations to uphold superior service standards.
• Support coaching, development and on‑the‑job training of Reservations colleagues.
• Lead the department during the absence of the Reservations Manager.
• Ensure full compliance with departmental procedures and brand standards.
• Coordinate room inventory, availability, restricted dates, and promotions with Revenue and Sales.
• Support revenue management principles to maximize room revenue and yield.
• Review reservations for accuracy, completeness and adherence to rate and guarantee policies.
• Resolve escalated guest enquiries and complaints professionally and promptly.
• Maintain strong knowledge of hotel facilities, room types, packages, promotions and events.
• Ensure accurate use of reservations systems including guest profiles, rates and billing instructions.
• Oversee FIT and group reservations, including room blocks and rooming lists.
• Monitor waitlists, cancellations, no‑shows and deposit policies.
• Assist with reservation reporting including daily, weekly and monthly production.
• Communicate guest preferences and special arrangements to Front Office and relevant teams.
• Maintain an organized and efficient Reservations office environment.
• Perform additional duties as required to support smooth operations.

SKILLS AND EXPERIENCE

• Minimum 2–3 years’ experience in Reservations within a luxury or ultra‑luxury hotel.
• Supervisory or senior agent experience preferred.
• Strong organizational skills and attention to detail.
• Ability to supervise, coach and motivate team members.
• Strong problem‑solving ability and sound decision‑making.
• Guest‑centric mindset with commercial awareness.
• Ability to work both independently and collaboratively.
• Proficiency in hotel reservations systems (OPERA or equivalent).
• Strong understanding of rate structures, inventory controls and reservation policies.
• Strong suggestive selling and revenue optimization skills.
• Fluent in spoken and written English; additional languages are an advantage.
• Ability to remain seated for extended periods and perform standard office tasks.

COMPETENCIES

• Connection – Connects and builds long-lasting relationships with guests, colleagues and stakeholders. Collaborates well with trust and respect to people of diverse backgrounds. Supports and genuinely cares for others. Embraces shared success.
• Guest Centricity – Sets and maintains high quality and guest service standards. Focuses on guest needs and satisfaction. Offers personalized service/experience to meet and exceed expectations. Plans and executes tasks effectively to realize service standards and brand expectations.
• Influencing – Communicates clearly and concisely. Shares information and promotes ideas in a credible and influencing manner. Adjusts communication style and approach to suit audience. Gains agreement and commitment from others by persuading and negotiating.
• Integrity – Upholds organizational principles and values. Follows procedures and guidelines without unconstructive challenge. Advocates responsibility and contribution to the organization mission and the community.
• Drive – Tackles challenges with enthusiasm and perseverance. Works hard and goes the extra mile. Seeks progression, identifies development strategies needed to achieve career goals and makes use of developmental or training opportunities.
• Adaptability – Generates and is open to new ideas, approaches and insights. Proactively creates innovative solutions. Adapts to changes with flexibility and resilience. Seeks opportunities for organizational improvement and drives change initiatives effectively.

About Us

Far out to the east of Hawke’s Bay wine country, The Farm at Cape Kidnappers sits atop rolling hills and rugged cliffs that give way to vast sea views and an ever-present horizon. Home to not only a lodge and spa, this unique property also boasts one of the world’s top golf courses, a sanctuary for some of New Zealand’s most precious flora and fauna, and a working farm. Warm and enveloping, Cape Kidnappers generous suites offer sumptuous comfort and awe-inspiring views in equal parts. Ranked as one of the top two hotels in New Zealand and Australia by Travel + Leisure, and within the top 20 hotels in the world by Conde Nast Traveller, Cape Kidnappers delivers stunning exclusive guest experiences including the Can-Am Farm Tour, Kiwi Discovery Walk, Cape Kidnappers Gannet Colony and much, much more.