Description About Us IHG Hotels & Resorts is one of the world’s leading hotel companies with around 350,000 colleagues working across more than 100 countries. As part of the IHG team, our people help our guests create amazing memories and deliver our purpose of providing True Hospitality for Good. The InterContinental Hayman Island Great Barrier Reef will immerse you in the wonders of the Whitsundays, working in a five-star luxury environment which offers amazing career growth opportunities, professional training & development and provides a one-of-a-kind experience living and working in a tropical island paradise. We pride ourselves on a diverse and family-friendly environment, and welcome applicants with primary school aged children as our island offers a State Primary School. What is the job? The Reservations Agent will work under the general direction of the Reservation Manager and within the limits of established InterContinental Hotels Group brand and local policies and procedures, responsible for all group activities relevant to the Reservations Department such as assisting with inquiries and bookings, liaising with key departments, establishing strong relationships with our clients, and displaying exceptional phone and customer service skills. This is an off-island position based at InterContinental Sanctuary Cove. Your day to day Address all guest complaints, inquiries, and requests promptly, escalating to Reservations Supervisor or Manager as necessary. Greet guests warmly, using their names when possible, with special attention to IHG Loyalty Program members and VIPs. Collaborate with Front Office staff to ensure accurate and detailed guest profiles and pre-arrival information. Monitor and merge guest profiles to maintain accurate statistics, improve guest recognition scores, and ensure reservation accuracy. Ensure refunds, no-shows, and deposits are managed per established policies. Pre-charge advance reservations to secure payments before arrivals. Process and verify all commission payment inquiries with the accounts team. Distribute all pre-stay communication, including personalized upsell opportunities for accommodation, dining, and activities. Review upcoming arrivals to target upsell opportunities and prepare bespoke guest experiences. What we offer World class colleague facilities including excellent subsidised village accommodation with a dedicated pool, beach area, two gyms, bar, buffet diner, laundry, movie room, corner store and sports fields. An exciting and ever-changing colleague activities calendar filled with an abundance of recreational activities such as tennis, yoga, meditation, hikes, markets, crafts and much more. Extensive career development opportunities with dedicated onsite trainers and an abundance of professional growth opportunities including multi-hire programs, skills training and optional courses. IHG Australia’s myBenefits program including paid birthday leave, wellbeing hub, employee room rates, service recognition celebrations & myPerks platform with an extensive list of lifestyle and retail discounts from over 400 of Australia and New Zealand’s most popular retailers. How to Apply Please visit Careers - InterContinental Hayman Island for further information regarding living and working on Hayman Island including accommodation types, facilities, and FAQ’s. We also invite you to learn more by following our social channels: Facebook via @ICHIRcareers and Instagram via @ihg_australia_careers We are proud to be IHG and we know you will be too.