YOUR DAY TO DAY
• Manage accommodation enquiries, quotations, and reservations for FIT, group, wholesale, and
travel agent bookings.
• Convert enquiries into confirmed bookings through effective selling, upselling, and cross-selling
techniques to maximise revenue opportunities.
• Provide accurate information regarding room availability, rates, packages, hotel facilities,
promotions, and hotel services.
• Process new bookings, amendments, cancellations, no-shows, deposits, and payment requirements
across all communication channels including phone, email, and online platforms.
• Follow up outstanding payments, methods of payment, billing instructions, and Advance Purchase
reservation requirements in accordance with hotel policies and procedures.
• Maintain accurate guest profiles, reservation records, and booking details within Opera PMS,
Holidex, Concerto, Loyalty Connect, and other relevant hotel systems.
• Review daily arrivals to ensure reservation accuracy and coordinate special requests, VIP
requirements, and guest preferences to deliver a seamless guest experience.
• Liaise with travel agents, wholesalers, third-party partners, and internal hotel departments to ensure
all booking information and guest requirements are communicated effectively.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, and other operational
departments to support exceptional guest experiences; including restaurant reservations, additional
accommodation bookings, and special occasion arrangements.
• Respond promptly and professionally to guest enquiries, complaints, feedback, and escalations,
referring matters to management where required.
• Build rapport with guests through active listening, professionalism, and a warm and engaging
communication style.
• Uphold the voco’s brand image and reputation by delivering personalised, professional, and
accurate service throughout the reservation journey.
• Monitor room inventory, occupancy levels, and reservation activity to support revenue optimisation
strategies.
• Prepare and maintain reservation reports, occupancy updates, and forecasting information as
required by management.
• Maintain a comprehensive knowledge of hotel promotions, packages, IHG One Rewards, loyalty
programs, and special offers, promoting enrolment opportunities where appropriate.
• Establish and maintain positive and professional working relationships with team members and
other departments.
• Attend training sessions, departmental meetings, and development programs as required.
• Adhere to hotel grooming, presentation, hygiene, and professional conduct standards in line with
IHG brand expectations.
• Maintain confidentiality of guest information and ensure compliance with privacy and data protection
standards.
• Demonstrate awareness of Work Health & Safety policies and procedures and contribute to a safe
working environment.
• Support and demonstrate IHG’s values, service culture, and ways of working.
• Be flexible to work a rotating roster including weekdays, weekends, public holidays, and peak
business periods.
• Perform any additional reasonable duties as assigned by management.