Reservations Agent | Full Time | InterContinental Sydney Double Bay

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

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

Join the team at InterContinental Sydney Double Bay, a five-star boutique hotel nestled in Sydney’s exclusive Eastern Suburbs. Located just 5km from the CBD and 200m from Double Bay Wharf, our hotel offers understated luxury and warm, personalised service. With elegant rooms, a rooftop pool and bar, and renowned dining experiences, it’s a distinctive setting to grow your career in a refined yet vibrant environment.

About the Role

As a Reservations & Instant Service Agent at InterContinental Double Bay, you will be responsible for providing exceptional customer service by efficiently managing guest reservations, responding to inquiries, and ensuring a seamless booking experience. Your primary objective will be to maximize room occupancy and revenue through effective communication, accurate information dissemination, and personalized assistance, thereby contributing to the overall success and reputation of our hotel.  You'll also assist in-house guests with a myriad of enquiries making this unique role a great mix of sales and guest service!

A little taste of your day-to-day

Every day is different, but mostly you’ll be:

• Process and confirm guest room reservations promptly and accurately.
• Provide guests with information about room availability, rates, and hotel facilities.
• Maintain an updated and organized reservation system, ensuring accuracy and efficiency.
• Assist in managing and updating the hotel's database of guest information.
• Coordinate with other hotel departments to ensure guest requests and special requirements are accommodated.
• Respond to guest inquiries and concerns promptly and professionally, providing exceptional customer service.
• Handle cancellations, modifications, and amendments to existing reservations.
• Monitor and maximize room occupancy by utilizing effective upselling and cross-selling techniques.
• Prepare daily reports and summaries of reservations, occupancy rates, and revenue forecasts for management review.
• Respond promptly to in-house guest inquiries and requests, assisting with making additional bookings for services such as spa appointments, restaurant reservations, or local tours.
• Coordinate and facilitate efficient room service orders, ensuring accurate delivery and guest satisfaction by promptly addressing any concerns or special requests.
• Upholding the hotel's brand image and reputation by consistently delivering accurate information and personalized assistance to guests during the reservation process.
• Collaborating with other departments to ensure guest requests and special requirements are communicated and fulfilled, contributing to an exceptional overall guest experience.

What we need from you

• Full and working rights in Australia without restrictions (a kind reminder that sponsorship is not available for this role)
• Prior experience working as a Reservations Agent or in a Front Office at a luxury hotel is preferred 
• Experience in Opera preferred
• Passion for providing luxury experiences, not shy to go above and beyond to personalise our Guests stay and provide your local wisdom to enhance their experience 
• Impeccable grooming standards and good personal hygiene 
• An organised approach, ability to handle large amounts of information at once and deal with various requests simultaneously 
• Good, clear verbal communication and strong writing skills
• We're flexible and hope you are too - we'll work with you to roster you across a range of shifts that work for you and for our business

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts, competitive products & services discounts program and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. 

So, join us and you will become part of our ever-growing global family.  

We are proud to be IHG and we know you will be too.  Visit http://careers.ihg.com/ to find out more about us.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.