Groups Reservations Agent (Full Time) | InterContinental Sanctuary Cove Resort

Kimpton; Sanctuary Cove; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Birthday Leave

Hotel discounts worldwide

Food & Beverage discounts

Access to learning and career programs

IHG Career Milestone celebrations

Transfer of entitlements

Retail and lifestyle discounts

Job summary

InterContinental Sanctuary Cove Resort in Australia is seeking a Groups Reservations Agent to manage the resort's group accommodation business from booking to arrival. You will work closely with Sales, Conference & Events, Revenue and Front Office to maximise occupancy and revenue while delivering exceptional guest experiences.

Responsibilities include coordinating high-value group bookings, rooming lists, amendments and ensuring adherence to contracted rates and payment terms.

Qualifications

• Experience in hotel reservations, especially group reservations.
• Experience managing high-volume bookings and multiple stakeholders.
• Knowledge of Group, FIT and Inbound reservations or ability to learn quickly.
• Experience using Opera PMS, Holidex or similar reservation systems.
• Strong communication and organisational skills.

Responsibilities

• Manage Group Reservations from initial booking through to arrival, ensuring accuracy, timely follow-up and exceptional service.
• Coordinate high-value and high-volume group bookings, including rooming lists, room allocations, VIP requirements, special requests and amendments.
• Ensure group reservations are managed in accordance with contracted rates, room allocations, cut-off dates, payment terms, cancellation policies and agreed inclusions.
• Monitor group pickup against contracted room blocks and deadlines, identifying risks and opportunities to support hotel revenue objectives.
• Liaise closely with Sales, Conference & Events, Revenue, Front Office, Housekeeping, Finance and other operational departments to ensure all reservation requirements are accurately communicated and actioned.
• Accurately process reservations, amendments and cancellations within Opera and associated reservation systems.
• Review upcoming arrivals and ensure guest preferences, VIP recognition, package inclusions, transfers and special requests are accurately recorded and communicated.
• Support FIT and Inbound Reservations during peak periods and operational requirements, maintaining a strong working knowledge of associated systems, inventory and processes.
• Deliver exceptional service through all guest, travel agent, travel arranger and group organiser interactions via phone and email.
• Maintain accurate guest profiles, reservation records and correspondence in accordance with Resort and IHG standards.
• Conduct reservation audits and arrivals checks to identify and resolve discrepancies before guest arrival.
• Identify opportunities to maximise revenue through upgrades, extended stays, accommodation packages, transfers and additional resort experiences.
• Attend departmental briefings, meetings and training sessions as required.
• Uphold IHG brand standards, policies and values in every interaction.

Skills

Group Reservations

High-volume bookings

Stakeholder management

Customer service

Communication skills

Attention to detail

Education

Year 12 or equivalent

Tools

Opera PMS

Holidex

Outlook

Excel

Word

Job description

As the world's largest family of luxury hotels, we take great pride in being genuine ambassadors of the InterContinental® brand.

Drawing on decades of international expertise and local insight, we create inspiring experiences for those seeking a richer perspective on the world. Every InterContinental hotel reflects the culture and character of its destination while delivering the thoughtful service and sophistication our guests expect.

As the first InterContinental Resort in Australia, InterContinental Sanctuary Cove Resort embodies the elegance of a grand Queensland estate, surrounded by the beauty and tranquillity of Sanctuary Cove.

We are currently seeking a Groups Reservations Agent to join our team.

Your Day to Day

As a Groups Reservations Agent, you will play a key role in managing and coordinating the Resort's group accommodation business, ensuring a seamless experience from booking confirmation through to guest arrival. Reporting to the Reservations Manager, you will be responsible for high-value and high-volume group reservations while maintaining strong knowledge of FIT and Inbound reservations to provide operational support across the department when required.

Working closely with Sales, Conference & Events, Revenue, Front Office and operational teams, you will help deliver exceptional guest experiences while maximising occupancy and revenue opportunities.

In this role, you will:

• Manage Group Reservations from initial booking through to arrival, ensuring accuracy, timely follow-up and exceptional service.
• Coordinate high-value and high-volume group bookings, including rooming lists, room allocations, VIP requirements, special requests and amendments.
• Ensure group reservations are managed in accordance with contracted rates, room allocations, cut-off dates, payment terms, cancellation policies and agreed inclusions.
• Monitor group pickup against contracted room blocks and deadlines, identifying risks and opportunities to support hotel revenue objectives.
• Liaise closely with Sales, Conference & Events, Revenue, Front Office, Housekeeping, Finance and other operational departments to ensure all reservation requirements are accurately communicated and actioned.
• Accurately process reservations, amendments and cancellations within Opera and associated reservation systems.
• Review upcoming arrivals and ensure guest preferences, VIP recognition, package inclusions, transfers and special requests are accurately recorded and communicated.
• Support FIT and Inbound Reservations during peak periods and operational requirements, maintaining a strong working knowledge of associated systems, inventory and processes.
• Deliver exceptional service through all guest, travel agent, travel arranger and group organiser interactions via phone and email.
• Maintain accurate guest profiles, reservation records and correspondence in accordance with Resort and IHG standards.
• Conduct reservation audits and arrivals checks to identify and resolve discrepancies before guest arrival.
• Identify opportunities to maximise revenue through upgrades, extended stays, accommodation packages, transfers and additional resort experiences.
• Attend departmental briefings, meetings and training sessions as required.
• Uphold IHG brand standards, policies and values in every interaction.

What We Need From You

Ideally, you'll bring:

• Previous experience in a hotel Reservations environment, with Group Reservations experience highly desirable.
• Experience managing high-volume accommodation bookings and multiple stakeholder relationships.
• Knowledge of Group, FIT and Inbound Reservations, or the ability to quickly develop expertise across these segments.
• Experience using Opera PMS, Holidex or similar hotel reservation systems.
• A confident and professional telephone manner with excellent verbal and written communication skills.
• Strong attention to detail and exceptional organisational skills.
• The ability to manage competing priorities and deadlines in a fast-paced environment.
• Confident Microsoft Office skills, particularly Outlook, Word and Excel.
• A proactive approach to problem solving and ownership of guest and reservation enquiries.
• A genuine passion for hospitality and delivering personalised guest experiences.
• The ability to work both independently and collaboratively within a team environment.
• Completion of Year 12 or equivalent.
• Full Australian working rights.

What We Offer

At IHG, we provide more than just a job. We offer a place where you can be yourself, share your ideas, develop your career, and be part of a supportive and inclusive team.

In return for your passion and commitment, you'll enjoy a range of benefits including:

• Paid Birthday Leave.
• Hotel discounts across IHG properties worldwide.
• Food and Beverage discounts.
• Access to world-class learning and career development programs.
• IHG Career Milestone celebrations.
• Transfer of entitlements as you grow your career within IHG.
• Access to our exclusive retail and lifestyle discounts platform.

At IHG, we are committed to creating a culture where everyone feels welcome, valued and respected. We celebrate difference and are committed to providing equal employment opportunities for all.

We are proud to be IHG, and we know you will be too.

Learn more about careers with IHG:
careers.ihg.com

Discover InterContinental Sanctuary Cove Resort:
https://www.sanctuarycove.intercontinental.com

Follow us:

Instagram & Facebook: @intercontinentalsanctuarycove
LinkedIn: InterContinental Sanctuary Cove Resort

You must have full working rights in Australia to be considered for this opportunity.