Reservations Manager - Crowne Plaza Melbourne Carlton

A taste of your day-to-day

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

Financial Acumen

• Manage all aspects of Reservations function, utilizing the hotels reservation system, ensuring optimum revenue performance and compliance 
• Demonstrate in-depth knowledge managing reservations across all segmentations, including but not limited to, Direct FIT, OTAs, GDS, Allotment, and Group Block
• Respond promptly and courteously to customer inquiries, ensuring all requests are accurately recorded and communicated with other departments.
• Handle reservation modifications, cancellations, and rebooking requests efficiently.
• In conjunction with C&E Sales Team, manage communication with MICE clients to ensure all accommodation requirements are attended to and recorded correctly to PMS
• Work collaboratively with the Revenue Team ensuring accurate rates and recording.
• Proactively manage inventory balancing, rates & availability.
• Responsible for managing, loading and releasing of Wholesales allotment, Aircrew Group Block, and rate accuracy in accordance with contracts
• Ensure accurate PMS records to provide high data integrity for production reporting. 
• Proactively manage bookings associated with Complimentary and House segment code
• Ensure prepayment, deposit, and cancellation fee are taken in accordance with relevant policy
• Identify up-sell opportunity through additional services, packages and upgrade; and maximize revenue capturing where appropriate
• Liaise with travel agents, tour operators, and third-party platforms to handle reservations and maintain positive relationships.

Guest Services & Collaboration 

• Work closely with other Departments to ensure Guest requests are accommodated to the best of our ability; especially when involve external suppliers and/or custom requests
• Maintain high level of professionalism and knowledge about the hotels and products
• Develop and deliver reservations training program
• Deliver solid knowledge about IHG One Rewards program through reservations activities

What we need from you

• Good communication skills - guests will find you approachable, ready to assist and resolve issues where necessary
• Good verbal and written English skills- extra language skills are well regarded
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic math and IT
• Previous experience in Hotel Reservations at Manager capacity, or minimum 1 year at Supervisor level
• High standard of virtual communication etiquette, including phone and email; with attention to details
• A passionate team player, ability to work in a fast-paced environment and prioritize workloads
• Familiarity with Hotel PMS, OTAs, and online booking platforms.
• Ability to work under pressure and meet targets
• Strong problem-solving skills and the ability to handle challenging situations with composure
• Prepare and maintain informative and accurate reporting based on business requirement
• Flexibility in work schedule, as this role may require shift work and weekend availability

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 impressive accommodation discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive tams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provide 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.

At IHG, as one of the world’s leading hotel groups we’ve made a promise that we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognized and respected – wherever they are in the world.

Want to be part of the journey?

Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 420 hotels in diverse locations globally Crowne Plaza is the perfect place to connect for business, pleasure or a blend of both. We’ve thoughtfully designed our spaces to encourage, support and celebrate great connections. We’re also ideal for meetings and events, a trusted and valued partner for connecting both domestic and global groups alike.

Our branded service style ‘Dare to Connect’ is crafted for connection. Designed for humans not nameless guests or colleagues. Still professional but touches guests on an emotional level. Where colleagues take the initiative and use their personality because they make a crucial difference to the guest’s experience. The role of every colleague at Crowne Plaza is to create memorable emotional connections and the job of every leader is to create an environment where that can happen.

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