Guest Experience & Reservations Specialist

IHG; Australia; On-site; AUD 55,000 - 75,000; Full time

Job summary

IHG is seeking a Reservations professional to handle multi-channel inquiries, tailor guest stays and spot upsell opportunities. You'll work with hotel teams to ensure a seamless guest journey.

Responsibilities include managing reservations, processing changes, recognising loyalty members, and achieving revenue targets while maintaining accuracy and privacy. Experience with Opera or similar systems is preferred, and a hospitality background is desirable.

Qualifications

• Previous experience in Reservations, Front Office role in a Hotel set up.
• Strong communication skills and the ability to build rapport with guests.
• Excellent attention to detail and accuracy.
• Confident selling skills, with an ability to identify upselling opportunities.
• Strong organisation and ability to manage multiple priorities.
• Experience with Opera or hotel reservation systems is highly regarded.
• Hospitality qualifications are desirable.

Responsibilities

• Manage reservations, enquiries, changes and cancellations across all channels.
• Personalise guest interactions and identify upselling opportunities.
• Recognise IHG One Rewards members and returning guests.
• Collaborate with hotel teams to support a seamless guest journey.
• Maintain strong knowledge of the hotel, rooms, packages and local area.
• Maximise room revenue through effective upselling and conversion of enquiries into bookings.
• Meet agreed sales, conversion and revenue targets.
• Ensure reservations are accurately processed in line with hotel credit and payment procedures.
• Follow IHG policies, hotel procedures and relevant legal requirements, including Data Privacy.
• Handle guest and company information responsibly and maintain confidentiality.
• Contribute to a positive, respectful and collaborative workplace.

Skills

Communication skills

Rapport with guests

Attention to detail

Upselling skills

Organisation

Multi-tasking

Education

Hospitality qualifications desirable

Tools

Opera PMS

Job description

IHG is seeking a Reservations professional to handle multi-channel inquiries, tailor guest stays and spot upsell opportunities. You'll work with hotel teams to ensure a seamless guest journey.

Responsibilities include managing reservations, processing changes, recognising loyalty members, and achieving revenue targets while maintaining accuracy and privacy. Experience with Opera or similar systems is preferred, and a hospitality background is desirable.