Reservations Agent

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.