About us
As the world's largest
family of luxury hotels, we all take great pride in being genuine ambassadors
of the InterContinental brand. Shaped by decades of international know-how
and local insights, our passion for luxury travel spans cultures and customs.
Inspiring us to create warm and sophisticated experiences for those seeking
a richer perspective on the world where we Inspire Incredible
everyday.
InterContinental Perth City Centre opened
in October 2017 and is a 240-room design orientated hotel in the heart
of Perth's CBD. Focused on corporate and transient market bringing
the InterContinental personalised service to life.
We
are looking for a full time Reservations Manager to
join our charming, confident and internationally minded Sales and Front Office
team.
This is an exciting opportunity for a hospitality
leader who is equally passionate about commercial performance and creating
exceptional guest experiences. You'll play a pivotal role in shaping the guest
journey from the moment a reservation is made through to departure, ensuring
every interaction reflects InterContinental's luxury standards and personalised
approach to service.
Your day
to day
Reporting to the Director of Sales & Marketing
and working closely with the Reception Manager, you will oversee the hotel's
Reservations and Instant Service team, driving both revenue performance
and guest satisfaction.
You will lead a team responsible for managing reservations, guest
communications, service requests, loyalty recognition and pre-arrival
engagement, helping deliver a seamless and memorable guest experience at every
stage of the stay.
Key responsibilities
include:
Reservations & Commercial
Performance
- Lead all aspects of the hotel's reservations function,
ensuring accuracy, efficiency and exceptional guest service. - Work
closely with Revenue Management and the Hotel Operations teams to maximise
occupancy, ADR and revenue opportunities. - Monitor bookings, inventory
management, room availability, forecasting and reporting
requirements. - Participate in revenue strategy discussions and contribute
to budget and forecasting processes. - Champion upselling opportunities
and promote hotel facilities, products and services to maximise revenue
outcomes. - Build and maintain strong relationships with corporate,
wholesale and inbound partners. - Ensure all reservations and distribution
systems are maintained in line with brand standards and best
practice.
Guest Experience & Instant Service Centre
Leadership
- Lead the Instant Service operation, ensuring all guest
communications are handled professionally, efficiently and in line with luxury
service expectations. - Drive excellence across all guest touchpoints
including telephone, email, chat and service requests. - Create
and implement processes that enhance the guest journey before arrival
and throughout their stay. - Ensure guest preferences, special requests
and loyalty recognition opportunities are effectively communicated
and delivered. - Monitor guest feedback, service recovery and response
times to continuously improve the guest experience. - Partner closely
with Front Office and operational leaders to ensure seamless service delivery
across the hotel. - Handle escalated guest concerns with professionalism
and a solutions-focused approach.
Leadership & Team
Development
- Lead, coach and develop the Reservations and Instant
Service teams to create a high-performing and guest obsessed
culture. - Support recruitment, onboarding, training and succession
planning activities. - Manage rostering, productivity and departmental
labour costs in line with business needs. - Conduct regular coaching
conversations, performance reviews and development planning. - Foster
strong collaboration across Sales, Revenue, Front Office, Food & Beverage
and Hotel Operations teams. - Maintain departmental procedures, standards
and compliance requirements.
What we need
from you
We're looking for an energetic and commercially
minded hospitality professional with a genuine passion for guest
experience.
You will bring:
- Previous leadership
experience within Reservations, Front Office, Guest Services, Instant Service
Centre or a similar hotel environment. - A strong understanding of hotel
operations and luxury guest service delivery. - Experience leading
and coaching others. - Strong commercial acumen and an understanding
of revenue management principles. - Excellent organisational
and prioritisation skills with the ability to manage multiple stakeholders
and competing demands. - Exceptional communication
and relationship-building skills. - A proactive approach to problem
solving and continuous improvement. - Experience with Opera PMS and hotel
reservation systems. - Experience with loyalty programs and luxury hotel
brands will be highly regarded. - Unlimited and unrestricted Australian
working rights.
What
we offer
You’ll be rewarded for your hard work with a range
of benefits that supports you throughout your IHG career journey
- Free
meals on shift - Laundered uniform supplied
- Paid birthday leave -
hip hip hooray! - Paid parental leave
- Proactive paid wellness
and mental health days - Discounted CBD carparking
- Some
of the best colleague discounts across our IHG Hotels for accommodation, food
and beverage - A massive colleague discounts platform for all your
favorite brands and retailers - to help your salary/wage go further - Most
importantly, your career journey will be supported through our lifelong
development programs, IHG career milestone celebrations, and transfer of leave
entitlements as you move and grow with IHG.
