Reservation Agent | Full Time

Assist guests with reservation enquiries from all channels, while identifying opportunities to upsell and maximise revenue 

Ensure efficiency and accuracy in all personalised guest interactions, specifically acknowledging IHG One Rewards members and returning guests 

Meet targets for converting sales 

Be responsible for providing prompt, courteous and efficient handling of all requests for guest reservations, changes and cancellations 

Strictly adhere to IHG policy concerning the Trade Practices Act, Gifts and Bribery and Data Privacy. Maintain all procedures and adhere to them within the IHG guidelines; with emphasis on hotel credit policy 

Be an expert in knowing the nuances of the Modern Business Traveller - their needs for business and leisure 

Work collaboratively and creatively with our Sales & Marketing, Front Office, Guest Services, Housekeeping and Food & Beverage teams to ensure a seamless arrival experience and to maximise opportunities for a positive guest experience 

Manage a range of guests and clientele such as corporate, groups, travel agents and leisure 

Make their stay memorable 

Minimum 6-12 months Front Office/Reservations/Customer Service experience 

Qualifications in Hotel Management and/or Hospitality related field preferred 

Proficiency in Opera Property Management System and integrated Point of Sale and channel management systems is highly regarded 

Excellent written and verbal communication skills, and conflict resolution. Fluency in English, while bilingual or multilingual would also be advantageous 

Excellent attention to detail 

Excellent stakeholder management, ability to collaborate effectively with departments on groups and projects 

Strong organisational skills and ability to prioritise workflow and workload individually and across the team. Assist with other duties as required 

Flexibility to work a 7 day rotating roster – during the week, weekend and public holiday shifts are all part of the job