Luxury Reservations Supervisor

If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

What is the job?

Reporting to the Reservations Manager and operating within the standards set by InterContinental Hotels Group and local policies, the Luxury Reservations Supervisor is responsible for overseeing all luxury reservation activities during their shift. This role ensures the seamless coordination of operational plans to support hotel sales targets and drive team performance.

As the primary point of contact for key Luxury Consortia agents, you will play a pivotal role in maintaining and enhancing strategic relationships. You will bring a proven track record in reservations productivity, exceptional communication skills, meticulous attention to detail, and a commitment to delivering outstanding customer service. Your leadership will help foster a high-performing, service-focused reservations team dedicated to achieving excellence.

This role is based off-island at InterContinental Sanctuary Cove.

Your day to day

• Working with key luxury travel advisors on their queries and bookings. Providing holistic sales solutions where possible, including dining, experiences and spa, along with accommodation for premium suites and multi-suite, and Residence inquiries.
• Build and maintain positive relationships with all internal customers and guests to anticipate their needs, especially with luxury travel agents and other partners in this segment; includes building rapport and ensuring that the needs of these partners are met.
• Have an in-depth understanding of all Luxury Consortia programs such as IHG Destined, Virtuoso, American Express Fine Hotels and Resorts, and their amenities.
• Maintain a high level of product and service knowledge to explain and sell services and facilities to guests
• Maintain knowledge of special programs and events in the hotel to recognise and respond to guests' needs. Be intuitive with Hotel room rates. Current hotel advertising, InterContinental Ambassador & IHG Rewards Club Programs & accepted frequent flyer programs. Optimising hotel occupancy and average rate.
• Receive, process, and meticulously confirm guest room reservations in Opera and Concerto for guests via telephone & email, tailoring your response to meet and exceed the expectations of the guest.
• Ensures that InterContinental Ambassadors members, IHG Rewards Club Members, regular guests and clients receive personalised service by being perceptive and curious in all interactions.
• Check that all correspondence, including amendment information requests and booking traces, has been replied to per the guests’ instructions and our procedures.
• Regularly obtain and evaluate guest feedback and handle guest complaints, and ensure resolutions are reached in a timely manner.

• Extensive career development opportunities with dedicated onsite trainers and an abundance of professional growth opportunities including multi-hire programs, skills training and optional courses.
• Exclusive employee discount on accommodation and dining across IHG hotels within Australia and worldwide.
• IHG Australia’s myBenefits program including paid birthday leave, wellbeing hub, employee room rates, service recognition celebrations & myPerks platform with an extensive list of lifestyle and retail discounts from over 400 of Australia and New Zealand’s most popular retailers.