Reservations Manager

2 weeks ago

Sanctuary Cove, Australia InterContinental Full time

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.

Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

As the first InterContinental Resort to land in Australia, InterContinental Sanctuary Cove Resort reflects the grand, graceful architecture of a classic Queensland estate, nestled within the beautiful surrounds of Sanctuary Cove. As an event professional, it’s a playground of possibilities like you’ve never seen before. A blank canvas and sanctuary of lagoon sands and lush grounds, paving the way for unique event spaces bursting with that inimitable “wow” factor all inspired by the vibrancy of Sanctuary Cove.

At InterContinental Sanctuary Cove Resort we are looking for **Reservations Manager** to join our team.

Effectively manage the Reservations Department to ensure optimal daily occupancy, ADR, and RevPAR, maximising all booking inquiries, yield efficiency and channels through exemplar conversion and turnaround of Reservation enquiries. Positively deliver guest experience, maintain inventory balance and rate parity across channels, manage Revenue systems in conjunction with the Revenue Management team, manage group reservations in conjunction with the Meeting & Events team and effectively develop the capability of the Reservations team.

**Your day-to-day**
- Maintain a high level of product and service knowledge about all IHG hotels in your region
- Work with Hotel Management to ensure quality product delivery and design products and concepts to improve the customer experience.
- Maintain accurate profile management in conjunction with the Front Office Leader, by consistently monitoring and merging profiles for accurate statistical data, high IHG Rewards and Ambassador Club recognition scores and accuracy of reservations. Monitor Front Office tracking of guest history details.
- Manage day-to-day staffing requirements, plan and assign work, ensure appropriate Reservation coverage and establish performance and development goals for team members.
- Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
- Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff are properly trained and has the tools and equipment to carry out job duties
- Manage the daily operations of the reservations team and revenue systems, ensuring all reservations are made in line with current rates in order to achieve optimum average rate and inventory balance and ensuring that correct payments have been traced or taken.
- Actively manage group business complying with IHG standards, maintaining accurate block management, ensuring wash factors are considered and actioned when appropriate to assist with accurate forecasting (manage group reservations from handover to departure including contracts, deposit and rooming list, traces, payment, rundown, pre-con meeting)
- Attend any mandatory meeting such as yield meeting, pricing meeting, payroll meeting,and any other relevant meeting
- Strictly adhere to relevant legislation and IHG policies and procedures

**What we need from you**
- Bachelor’s or Master’s degree in Hotel Management or Business Administration
- Three years’ experience in Reservations or Front Office management in a luxury Resort or upper upscale hotel with complexity and multiple revenue streams
- Demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company
- Comprehension of Hotel systems and revenue management principles
- Mathematical skills, budgeting, profit/loss concepts, percentages, and variances
- Excellent project management and stakeholder management skills
- Excellent time management
- Strategic and tactical thinker - ability to develop strategic plans, establish goals and objectives, set performance targets and deliver projects on time; strong reasoning and problem solving skills
- Ability to perform multiple efforts in a fast paced, complex, high growth environment

Join our extraordinary world and experience a place where you can be yourself, share your ideas, support your personal growth and wellbeing, and be a valued member of an inspirational team.

You’ll be rewarded for your hard work with a suite of benefits that supports you and your family’s wellbeing, including:

- Paid birthday leave
- Hotel perks like accommodation and food & beverage discounts
- Enhanced parental leave
- Proactive health days and flexible work options.
- Your career journey will be supported through our lifelong development program
- IHG Career Milestone celebrations
- Transfer of entitlements as you move and grow with IHG.
- Access to our discount retail platf

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