Your day-to-day
* Assist guests with reservation enquiries from all channels, while identifying opportunities to upsell and maximise revenue
* Ensure efficiency and accuracy in all personalised guest interactions, specifically acknowledging IHG One Rewards members and returning guests
* Meet targets for converting sales
* Be responsible for providing prompt, courteous and efficient handling of all requests for guest reservations, changes and cancellations
* Strictly adhere to IHG policy concerning the Trade Practices Act, Gifts and Bribery and Data Privacy. Maintain all procedures and adhere to them within the IHG guidelines; with emphasis on hotel credit policy
* Be an expert in knowing the nuances of the Modern Business Traveller - their needs for business and leisure
* Work collaboratively and creatively with our Sales & Marketing, Front Office, Guest Services, Housekeeping and Food & Beverage teams to ensure a seamless arrival experience and to maximise opportunities for a positive guest experience
* Manage a range of guests and clientele such as corporate, groups, travel agents and leisure
* Make their stay memorable
What we need from you
* Minimum 6-12 months Front Office/Reservations/Customer Service experience
* Qualifications in Hotel Management and/or Hospitality related field preferred
* Proficiency in Opera Property Management System and integrated Point of Sale and channel management systems is highly regarded
* Excellent written and verbal communication skills, and conflict resolution. Fluency in English, while bilingual or multilingual would also be advantageous
* Excellent attention to detail
* Excellent stakeholder management, ability to collaborate effectively with departments on groups and projects
* Strong organisational skills and ability to prioritise workflow and workload individually and across the team. Assist with other duties as required
* Flexibility to work a 7 day rotating roster – during the week, weekend and public holiday shifts are all part of the job
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.