Groups Reservations Agent

Company Description

Situated in the heart of the Brisbane CBD, with views out over the river to Southbank, the ibis Styles Brisbane is a modern, stylish hotel catering for both business and leisure guests. With 367 rooms, ibis Styles Brisbane is one of the largest hotels in Brisbane City. We are bright, colorful, stylish and due to internal movements, we are looking for our next fulltime Groups Reservations Agent to join the team at ibis Styles Brisbane Elizabeth Street.

Job Description

• Manage Group Bookings: Oversee and coordinate all group reservations of 10 rooms or more, including PCO groups, ensuring accurate setup, inventory control, and timely communication.
• Customer Enquiries & Communication: Respond to all group-related enquiries via phone or email within 24 hours and ensure consistent, clear communication with clients and internal teams.
• Sales & Upselling: Promote hotel facilities through tailored site inspections and build strong client relationships to drive repeat business and positive guest experiences.
• Pre-Arrival Coordination: Prepare detailed group information sheets, generate BEOs, and brief relevant departments prior to group arrival.
• Reservation Entry & Accuracy: Ensure timely and precise input of group bookings and associated data into Opera (within 24 hours of confirmation).
• Financial Administration: Manage payments, invoicing, prepayments, routing, chargebacks, gift vouchers, and adherence to terms and conditions for all group bookings.
• Inventory Management: Monitor group inventory and potential business wash, ensuring optimal room allocation and availability across all channels.
• Reporting & Forecasting: Compile reports such as Group Wash, Business Turndown, and 3-Month Forecasts for the Revenue Manager and General Manager.
• Policy & Compliance: Adhere to company policies including EEO, workplace harassment, WHS, and privacy/confidentiality requirements at all times.
• Team & Interdepartmental Coordination: Maintain strong communication across departments for group-related matters and promote positive team collaboration.
• Training & Development: Participate in all required hotel training and departmental meetings to maintain high standards and professional growth.
• Issue Resolution: Handle guest complaints and enquiries professionally, escalating complex issues to the Operations Manager when required.
• VIP & Loyalty Standards: Ensure VIP, complimentary bookings, and ALL – Accor Live Limitless standards are followed consistently.
• Contract Management: Assist with the setup of confidential group contracts and agreements in line with brand and business protocols.
• Other Duties: Carry out any additional tasks as reasonably requested by your supervisor or management, within the scope of your role, may be required to assist in front office during when required.
  
  

Qualifications

• Previous experience in hotel reservations, front office, or customer service roles (minimum 1 year preferred).
• Familiarity with hotel systems, particularly Opera Cloud and ResaWeb,
• Experience handling group bookings and coordinating room blocks is highly desirable.
• Strong understanding of hotel operations, including room inventory, rate structures, and reservation policies.
• Excellent communication skills (written and verbal) with a professional phone manner.
• Strong administrative and organisational skills, with high attention to detail and accuracy.
• Demonstrated ability to manage multiple tasks and priorities under pressure.
• Proficient in Microsoft Office Suite: Outlook, Word and Excel.
• A customer-first attitude with proven problem-solving and conflict-resolution skills.
• Knowledge of Accor standards and ALL Loyalty Program is an advantage.
• Monday-Friday position with the rare need to work weekends and public holidays as required.
• Diploma or Certificate in Hospitality, Business, or Tourism (desirable but not essential).
  
  

Additional Information

Employee Benefits

Become part of our Stylish team here at ibis Styles and you'll look forward to the following benefits:

• Daily meal options provided
• Staff discounts in the restaurant
• Accor employee staff rates at any Accor property worldwide
• Food and Beverage discounts at Accor outlets
• Inner city location - public transport options at our door
• Friendly and inclusive team
• Growth and learning and development
  
  

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.