Your day-to-day Assist guests with reservation enquiries from all channels, while identifying opportunities to upsell and maximise revenue Ensure efficiency and accuracy in all personalised guest interactions, specifically acknowledging IHG One Rewards members and returning guests Meet targets for converting sales Be responsible for providing prompt, courteous and efficient handling of all requests for guest reservations, changes and cancellations Strictly adhere to IHG policy concerning the Trade Practices Act, Gifts and Bribery and Data Privacy. Maintain all procedures and adhere to them within the IHG guidelines; with emphasis on hotel credit policy Be an expert in knowing the nuances of the Modern Business Traveller - their needs for business and leisure Work collaboratively and creatively with our Sales & Marketing, Front Office, Guest Services, Housekeeping and Food & Beverage teams to ensure a seamless arrival experience and to maximise opportunities for a positive guest experience Manage a range of guests and clientele such as corporate, groups, travel agents and leisure Make their stay memorable What we need from you Minimum 6-12 months Front Office/Reservations/Customer Service experience Qualifications in Hotel Management and/or Hospitality related field preferred Proficiency in Opera Property Management System and integrated Point of Sale and channel management systems is highly regarded Excellent written and verbal communication skills, and conflict resolution. Fluency in English, while bilingual or multilingual would also be advantageous Excellent attention to detail Excellent stakeholder management, ability to collaborate effectively with departments on groups and projects Strong organisational skills and ability to prioritise workflow and workload individually and across the team. Assist with other duties as required Flexibility to work a 7 day rotating roster - during the week, weekend and public holiday shifts are all part of the job 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.
