Reservations Manager

InterContinental Hotels Group; Greater London; On-site; GBP 30,000 - 60,000; Full time

Job description

Hotel: Hong Kong TST (HKGKH), 11 Middle Road, Tsim Sha Tsui, Kowloon

As our Reservations Manager for Kimpton Tsim Sha Tsui Hong Kong, you’ll be the orchestrator of unforgettable stays, ensuring each guest’s journey begins on the right note. Overseeing the reservations team, optimizing room bookings, and coordinating with various departments to create seamless guest experiences.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

1. Managing, coaching and developing a team dedicated to delivering exceptional standards in reservation services and operational efficiency
2. Managing the reservations system, ensuring that accurate information is entered in accordance with hotel standards
3. Implementing and adhering to the hotel’s strategic initiatives
4. Creating and refining reservations policies and procedures in alignment with IHG standards
5. Assessing individual and team performance against established objectives, providing constructive feedback and action plans
6. Collaborating with relevant departments to coordinate all reservations-related arrangements
7. Participating in operational meetings and briefings as scheduled by management
8. Executing additional tasks, reports, and responsibilities as assigned by direct management
9. Addressing guest inquiries and concerns regarding room reservations effectively
10. Maintaining comprehensive knowledge of the hotel’s facilities, amenities, services, and standards
11. Fostering strong relationships with both internal and external guests
12. Reporting directly to the Director of Revenue Management

What we need from you

1. A minimum of 8 years’ experience in hotel reservations team, with at least 2 years in a managerial role. Solid experience in hotel pre-opening team is preferable
2. Familiar with Opera reservations system
3. A bachelor’s degree in hotel management or equivalent
4. Strong leadership, training, coaching and communication skills to develop and inspire a high-performing team
5. Excellent communication and problem-solving abilities to foster collaboration across departments and guests
6. Ability to remain calm under pressure and adapt to a dynamic hospitality environment
7. Multi-tasking abilities and attention to details
8. Effective time management, well-organized and structured
9. Proficiency in Microsoft Office Word, Excel, PowerPoint and Chinese word processing
10. Excellent command of both English and Chinese (Cantonese and Mandarin) is a must, speaking and writing

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.

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.