You'll handle reservations across multiple channels, recommend the right stay for each guest and look for opportunities to upsell. You'll work with teams across the hotel to keep the guest journey seamless, while bringing your own personality, attention to detail and passion for hospitality to every interaction.
Every day is different, but you'll primarily be responsible for:
Operational
•Manage reservations, enquiries, changes and cancellations across all channels.
•Personalise guest interactions and identify upselling opportunities.
•Recognise IHG One Rewards members and returning guests.
•Collaborate with hotel teams to support a seamless guest journey.
•Maintain strong knowledge of the hotel, rooms, packages and local area.
Financial
•Maximise room revenue through effective upselling and conversion of enquiries into bookings.
•Meet agreed sales, conversion and revenue targets.
•Ensure reservations are accurately processed in line with hotel credit and payment procedures.
Responsible Business
•Follow IHG policies, hotel procedures and relevant legal requirements, including Data Privacy, Gifts & Bribery and Trade Practices requirements.
•Handle guest and company information responsibly and maintain confidentiality.
•Contribute to a positive, respectful and collaborative workplace.
What do we need from you:
•Previous experience in Reservations, Front Office role in a Hotel set up.
•Strong communication skills and the ability to build rapport with guests.
•Excellent attention to detail and accuracy.
•Confident selling skills, with an ability to identify upselling opportunities.
•Strong organisation and ability to manage multiple priorities.
•Experience with Opera or hotel reservation systems is highly regarded.
•Hospitality qualifications are desirable.
•Flexibility to work a 7-day rotating roster, including weekends and public holidays.
