Posted: 14 June
The role
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. 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. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
