Reservations Agent - voco Brisbane

Voco; Brisbane; On-site; AUD 42,000 - 65,000; Full time

Benefits offered by this job

Career growth opportunities

Discounts on food & beverage and rooms

International colleague discounts

Job summary

Vista Hospitality Group is seeking a Reservations Agent for voco and Hotel Indigo brands in Brisbane. The role focuses on maximizing occupancy and revenue through reservations management, distribution channels, and guest service.

The position involves group bookings, events, and front desk support as needed. The ideal candidate has reservations experience, high energy, strong communication, and the ability to manage complex relationships, while meeting Australia work requirements.

Qualifications

• Previous experience with reservations activities is essential.
• You have a high energy level and a passion for achieving superior results.
• You are an engaging & adaptable communicator.
• You can manage complex relationships in a competitive environment.
• You are detail oriented and able to effectively multitask with great communication skills.
• You thrive under pressure and are flexible when adapting to new situations.
• Experience working with Opera PMS, Simphony POS and revenue management software Concerto/TARS, Meeting Broker is highly desirable.
• Strong Word & Excel capability is essential.
• You meet the appropriate legal requirements to work in Australia

Responsibilities

• Receive and enter reservations enquiries and bookings generated through phone, email, website and other channels.
• Support the Reservations Supervisor with setting up processes and systems/SOPs for the reservation procedures for hotel accommodation rooms.
• Maintain group booking engine and related websites including updating content, images, packages and rates etc.
• Maintenance of all other third party distribution channels; including rate loading, rate updates, troubleshooting etc.
• Respond to all communication from guests, Travel Agents, and referral networks concerning reservations received through a variety of channels.
• Create and maintain all reservations records, prepare letters of confirmation and promptly processes any cancellations and modifications.
• Monitor and maintain all group reservation requests and draft and issue group contracts. Update and maintain group quote spreadsheet ensuring accuracy at all times.
• Ensure customer service is of the highest possible standard and product standards are always achieved.
• Accurately process reservations, amendments, and cancellations in relevant PMS, including but not limited to PM Pro and Concerto/TARS.
• Knowledgeable of all special promotion procedures, for programs such as seasonal packages, frequent flyers programs, and relevant loyalty programs.

Skills

Reservations experience

Hospitality mindset

Engaging communicator

High energy

Multitasking

Attention to detail

Adaptability

Under pressure

Work rights AU

Tools

Opera PMS

Simphony POS

Concerto/TARS

Meeting Broker

Excel

Job description

In 2022 Vista Hospitality Group opened two new hotels in Brisbane CBD. The first to open wasvoco™Brisbane City Centrewhich offers 194 guest rooms, 11 meetings rooms, 2 F&B outlets, a Fitness Centre & Rooftop Pool. Soon to follow was theHotel Indigo Brisbane City Centrewith 212-rooms and the incredible new Izakaya Publico Restaurant and Bar 1603.

The new hotels are managed and operated byVista Hospitality Group a new business within the Australasian hospitality sector, that offers a suite of resources and operational advantages, uniquely tailored for owners and partners.

Vista Hospitality Group is a trusted partner to global hotel brands including voco, Hotel Indigo, The Sebel as well as managing their own brands including: Next Hotels, Ink Hotels, Sage Hotels and Country Comfort.

Atvoco™everyone’s a host.If there’s one thing we know, it’s that a great host is at the heart of every great stay. And it might be stating the obvious, but at home or in a hotel, we think the trick to being a great host is understanding what your guests want and when they want it.

What You'll Do:

AsReservations Agent (voco & Hotel Indigo)you are responsible for maximizing hotel occupancy and revenues through effective use ofbooking conversion techniques, frequent guest reward program, maintenance of various distribution channels and systems, supporting hotels, customers and the sales and marketing team.

Whilst this role will have more of a focus on groups reservations and meetings & events related accommodation, you will also be required to assist with other reservations activities and/or front desk activities.

This is a highly sought after M-F role, however, flexibility is key in order to deliver to our guests & patrons.

Main Responsibilities (including but not limited to):

• Receive and enter reservations enquires and bookings generated through phone, email, website and other channels.
• Support the Reservations Supervisor with setting up processes and systems/SOP’s for the reservation procedures for hotel accommodation rooms.
• Maintain group booking engine and related websites including updating content, images, packages and rates etc.
• Maintenance of all other third party distribution channels; including rate loading, rate updates, troubleshooting etc.
• Respond to all communication from guests, Travel Agents, and referral networks concerning reservations received through a variety of channels.
• Create and maintain all reservations records, prepare letters of confirmation and promptly processes any cancellations and modifications.
• Monitor and maintain all group reservation requests and draft and issue group contracts. Update and maintain group quote spreadsheet ensuring accuracy at all times.
• Ensure customer service is of the highest possible standard and product standards are always achieved.
• Accurately process reservations, amendments, and cancellations in relevant PMS, including but not limited to PM Pro and Concerto/TARS.
• Knowledgeable of all special promotion procedures, for programs such as seasonal packages, frequent flyers programs, and relevant loyalty programs.

What You Bring:

• You have a passion for all things hospitality and love making genuine human connection.
• Previous experience with reservations activities is essential.
• You have a high energy level and a passion for achieving superior results.
• You are an engaging & adaptable communicator.
• You can manage complex relationships in a competitive environment.
• You are detail oriented and able to effectively multitask with great communication skills.
• You thrive under pressure and are flexible when adapting to new situations.
• Experience working with Opera PMS, Simphony POS and revenue management software Concerto/TARS, Meeting Broker is highly desirable.
• Strong Word & Excel capability is essential.
• You meet the appropriate legal requirements to work in Australia

In return we offer:

• Career growth opportunities throughout the Vista Hospitality Group.
• Food & Beverage and Accommodation discounts across the Vista Hospitality Group.
• Fantastic International colleague accommodation discounts throughout IHG.
• A free Familiarisation Stay at the hotel after 6 months.
• A colleague Referral Incentive Program.
• An EAP program and steadfast commitment to creating a positive staff culture.
• And many more perks of being part of the Vista and IHG network.

At Vista Hospitality we strongly believe in developing our own colleagues and promoting from within, so the opportunities are boundless for those that are passionate and deliver.

Vista Hospitality Group is an equal opportunities employer with a zero tolerance to discrimination, harassment or any type of behaviours that are contrary to providing a safe, inclusive & respectful environment for all.