Reservations Agent - voco Brisbane

Work Initiatives; Brisbane; On-site; AUD 40,000 - 60,000; Full time

Benefits offered by this job

Career growth opportunities

F&B and Accommodation discounts

IHG discounts

Familiarisation Stay after 6 months

Referral Incentive Program

EAP program

Vista/IHG network perks

Job summary

Vista Hospitality Group in Brisbane is seeking a proactive Reservations Agent for voco and Hotel Indigo to maximise occupancy through effective booking practices, loyalty programs, and timely responses across phone, email, and web channels.

You will focus on groups reservations and events while supporting front desk activities, using Opera PMS, Simphony POS, and Concerto/TARS, with strong Excel/Word skills. A passionate hospitality mindset and excellent communication are essential.

Qualifications

• Demonstrated hospitality passion and guest-centric approach.
• Strong communication and customer service skills.
• Ability to multitask and stay organized under pressure.

Responsibilities

• Receive and process reservations via phone, email, website, and other channels.
• Assist Reservations Supervisor to implement procedures and SOPs for reservations.
• Maintain group bookings and related websites, update rates and packages.

Skills

Hospitality mindset

Engaging communicator

Detail oriented

Multitasking

Customer service

Tools

Opera PMS

Simphony POS

Concerto/TARS

Meeting Broker

Job description

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

The new hotels are managed and operated by Vista 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.

At voco™ 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:

As Reservations Agent (voco & Hotel Indigo) you are responsible for maximizing hotel occupancy and revenues through effective use of booking 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. If you are ready to be part of the VistaFamily, then we would love to hear from you!

We thank all interested parties in advance for their applications. However, only successful applicants will be contacted. 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.