$100,000 – $110,000 + 17.5% Annual Leave Loading
About the role
Meriton Suites is seeking a commercially astute and inspiring leader to join our team as National Contact Centre Manager. This pivotal leadership role is responsible for overseeing our centralised reservations operation, ensuring strong commercial performance, operational excellence and an exceptional guest experience across all contact channels.
Leading a high-volume reservations environment, you will drive direct booking conversion, revenue optimisation, workforce planning and service delivery, while fostering a highly engaged and high-performing team culture. The successful candidate will bring a strong balance of commercial insight, operational leadership, systems capability and people development, with the ability to confidently lead in a fast-paced and performance-focused environment.
This role reports directly to the Group General Manager and is based at our Kent Street Sydney Head Office. The reservations team operates within a seven-day trading environment, including rotating and weekend shifts. While this leadership role is predominantly aligned to corporate office hours, the successful candidate will demonstrate flexibility and a willingness to work across the team's operational schedule when required to support business priorities and commercial outcomes.
Key Responsibilities
Commercial & Revenue Performance
* Drive direct booking conversion and revenue growth, while supporting channel performance across OTAs and other booking sources.
* Partner closely with Revenue, Sales and Marketing teams to align pricing, inventory and promotional strategy.
* Monitor and manage key performance indicators including conversion rate, call answer times, abandonment rates, ADR and upsell performance.
* Identify and implement continuous improvement initiatives to enhance sales performance and channel efficiency.
Operational Leadership
* Lead the day‐to‐day operation of our centralised reservations team, including Supervisors and Reservations Agents.
* Develop and manage effective workforce planning and rostering across a seven‐day operation in line with HIGA (2020) compliance.
* Foster a high‐performance culture through coaching, succession planning and ongoing professional development.
* Drive operational consistency, accountability and service excellence across the team.
* Maintain clear communication and effective oversight of our offshore data processing team to ensure accuracy, efficiency, and alignment with operational standards.
Systems & Technology
* Optimise the use of PMS, CRS and telephony systems to maximise operational efficiency.
* Leverage reporting and analytics to inform commercial strategy and operational improvements.
* Lead automation and technology initiatives designed to improve customer experience and operational productivity.
* Proactively oversee and enhance the use of AI technology across all areas of the team to deliver faster, more efficient guest experiences.
Customer Experience
* Champion a service culture aligned with Meriton Suites brand standards.
* Manage escalated guest matters with professionalism and resolution focus.
* Continuously enhance the guest journey within the reservations and contact centre experience.
About You
You are a confident and commercially minded leader who thrives in a fast-paced environment and enjoys building high‐performing teams.
You will bring
* Proven experience leading a centralised reservations or contact centre team within hospitality.
* Strong commercial awareness and revenue‐driven mindset.
* A hands‐on leadership style with the ability to motivate and develop teams.
* Excellent organisational and multitasking capabilities.
* Outstanding communication and stakeholder management skills.
* Strong experience with reservation systems, property management systems and contact centre technology.
* The ability to collaborate across multiple departments while managing complex booking and guest scenarios.
Why Join Meriton Suites?
Meriton Suites is Australia's largest owner‐operator of apartment‐style hotel accommodation, with 23 locations and more than 6,200 suites nationally.
Benefits include
* Competitive salary package (Base + Super + 17.5% annual leave loading).
* Access to MERIT Academy, our online learning and development platform.
* Paid parental leave and Employee Assistance Program (EAP).
* Accommodation discounts for team members, family and friends.
* Kudos recognition programme with monthly awards.
* Regular team activities, social events, BBQs and celebrations.
* Office perks including a commercial coffee machine, hot chocolate, healthy snacks and fresh fruit.
* Smart Casual Fridays.
* Comprehensive induction and onboarding programme.
About Meriton Suites
Meriton Suites is Australia's largest owner‐operator of apartment‐style hotel accommodation, with 23 premium locations and over 6,200 suites across Sydney, Brisbane, Gold Coast, Canberra and Melbourne. For almost two decades, Meriton Suites has been a market leader in apartment‐style hotel accommodation, consistently recognised by travellers for quality, service and exceptional locations. Our award‐winning properties continue to rank among the top accommodation providers in their markets, reflecting our commitment to delivering outstanding guest experiences.
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