Reservations Manager

What is the job?

Under the general guidance and supervision of the Director of Sales and Marketing (DOSM) and within the limits of established InterContinental Hotel Group (IHG) policies and procedures, your role will oversee and direct all aspects of the Reservations operation. Primary responsibilities include positioning hotel inventory to achieve optimum yield, overseeing group blocks, loading and maintaining rates and communicating effectively to guests in a professional manner. This position also supports the Revenue Manager and Sales Department in yielding inventory responsibilities.

Your day to day

• Ensure that all correspondence and reservations are recorded and entered into Opera accurately and promptly, and that all reservations are made in line with current rates in order to achieve optimum average rate and yield

• Ensure the Hotel is actively securing the best possible yields through following effective rate management practices

• Ensure Inventory is effectively managed and displayed both through IHG Concerto (GRS) and Opera

• Monitor and ensure that all reservations team correspondence and guest contact is handled in a professional manner within a 24-hour turnaround time

• Ensure all reservations have an acceptable method of payment, deposits are charged where appropriate, and that this is noted in the booking

• Communicate new and current rates and any inclusions they may have, to the reservations team, and ensure the rates database is kept up to date and accurate

• Ensure that guest history is accurately maintained and utilized

• Ensure VIP guests are marked in the system and that any guest special requests are marked and followed through

• Ensure group bookings are entered correctly and follow up on quotations/contracts, deposit payments, routing instructions and all information is passed on to the relevant departments

• Manage wholesale/Inbound contracts and allotments

• Develop and implement SOP’s as required, and communicate to relevant departments

• Assist with campaign set ups, update reservation system with promo codes, room availability blocks, pricing rules as needed

• Maintain correct package theme assignments mapping in GRS and photo match in HCM, in coordination with Revenue and Marketing

• Develop rapport with regular clients and booking agents

• Maintain and develop working relationship with IHG Revenue, aligning on hotel pricing strategy

• On an ongoing basis, analyse costs and ensure performance is against budget, and implement corrective measures where necessary

• Provide regular updated reports as per the prescribed times

• Support the DOSM as needed with developing staff, training programs, work schedules, and any other general duties

What we need from you

• Bachelor’s degree in Hotel Management / Business Administration or equivalent experience.

• Minimum 2 years’ experience in Reservations or Front Office, including leadership responsibilities.

• Strong knowledge of hotel systems such as Opera, and revenue management principles.

• Excellent communication, organisational and stakeholder management skills.

• Liaise professionally in all aspects of the role, including excellent telephone and email etiquette.

• Strategic and tactical thinking with the ability to develop strategic plans, establish goals, set performance targets and delivery projects on time.

• Previous experience with a renowned international hotel brand is advantageous.

• Office-based position.

• Full working rights in Australia with no restrictions.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner