Reservations Agent- InterContinental Hayman Great Barrier Reef

What is the job?

The Reservations Agent will work under the general direction of the Reservation Manager and within the limits of established InterContinental Hotels Group brand and local policies and procedures, responsible for all group activities relevant to the Reservations Department such as assisting with inquiries and bookings, liaising with key departments, establishing strong relationships with our clients, and displaying exceptional phone and customer service skills.

Your day to day 

• Address all guest complaints, inquiries, and requests promptly, escalating to Reservations Supervisor or Manager as necessary.
• Greet guests warmly, using their names when possible, with special attention to IHG Loyalty Program members and VIPs.
• Collaborate with Front Office staff to ensure accurate and detailed guest profiles and pre-arrival information.
• Monitor and merge guest profiles to maintain accurate statistics, improve guest recognition scores, and ensure reservation accuracy.
• Ensure refunds, no-shows, and deposits are managed per established policies.
• Pre-charge advance reservations to secure payments before arrivals.
• Process and verify all commission payment inquiries with the accounts team.
• Distribute all pre-stay communication, including personalized upsell opportunities for accommodation, dining, and activities.
• Review upcoming arrivals to target upsell opportunities and prepare bespoke guest experiences.

• World class colleague facilities including excellent subsidised village accommodation with a dedicated pool, beach area, two gyms, bar, buffet diner, laundry, movie room, corner store and sports fields.
• An exciting and ever-changing colleague activities calendar filled with an abundance of recreational activities such as tennis, yoga, meditation, hikes, markets, crafts and much more.
• Extensive career development opportunities with dedicated onsite trainers and an abundance of professional growth opportunities including multi-hire programs, skills training and optional courses.
• 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.