Reservations Agent - Part Time

YOUR DAY TO DAY
• Manage accommodation enquiries, quotations, and reservations for FIT, group, wholesale, and 
travel agent bookings. 
• Convert enquiries into confirmed bookings through effective selling, upselling, and cross-selling 
techniques to maximise revenue opportunities. 
• Provide accurate information regarding room availability, rates, packages, hotel facilities, 
promotions, and hotel services. 
• Process new bookings, amendments, cancellations, no-shows, deposits, and payment requirements 
across all communication channels including phone, email, and online platforms. 
• Follow up outstanding payments, methods of payment, billing instructions, and Advance Purchase 
reservation requirements in accordance with hotel policies and procedures. 
• Maintain accurate guest profiles, reservation records, and booking details within Opera PMS, 
Holidex, Concerto, Loyalty Connect, and other relevant hotel systems. 
• Review daily arrivals to ensure reservation accuracy and coordinate special requests, VIP 
requirements, and guest preferences to deliver a seamless guest experience. 
• Liaise with travel agents, wholesalers, third-party partners, and internal hotel departments to ensure 
all booking information and guest requirements are communicated effectively. 
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, and other operational 
departments to support exceptional guest experiences; including restaurant reservations, additional 
accommodation bookings, and special occasion arrangements.
• Respond promptly and professionally to guest enquiries, complaints, feedback, and escalations, 
referring matters to management where required. 
• Build rapport with guests through active listening, professionalism, and a warm and engaging 
communication style. 
• Uphold the voco’s brand image and reputation by delivering personalised, professional, and 
accurate service throughout the reservation journey. 
• Monitor room inventory, occupancy levels, and reservation activity to support revenue optimisation 
strategies. 
• Prepare and maintain reservation reports, occupancy updates, and forecasting information as 
required by management. 
• Maintain a comprehensive knowledge of hotel promotions, packages, IHG One Rewards, loyalty 
programs, and special offers, promoting enrolment opportunities where appropriate. 
• Establish and maintain positive and professional working relationships with team members and 
other departments. 
• Attend training sessions, departmental meetings, and development programs as required. 
• Adhere to hotel grooming, presentation, hygiene, and professional conduct standards in line with 
IHG brand expectations. 
• Maintain confidentiality of guest information and ensure compliance with privacy and data protection 
standards. 
• Demonstrate awareness of Work Health & Safety policies and procedures and contribute to a safe 
working environment. 
• Support and demonstrate IHG’s values, service culture, and ways of working. 
• Be flexible to work a rotating roster including weekdays, weekends, public holidays, and peak 
business periods. 
• Perform any additional reasonable duties as assigned by management.