Hotel Operations Specialist

As a key member of our team, you will play a pivotal role in ensuring seamless hotel operations. Your expertise as a Reservations Manager will be instrumental in setting up operational foundations and contributing to building a collaborative workplace culture.

The ideal candidate will have previous experience in Hotel Reservations at Manager capacity or minimum 1 year at Supervisor level, with a strong understanding of adapting to work with various systems. Proficiency in professional English, both spoken and written, is essential for effective communication with guests and colleagues alike.

You will be responsible for establishing ways of working for the Reservations Function, overseeing all aspects of reservations management across various segments, and ensuring accuracy, policy compliance, and optimal revenue performance.

Additionally, you will handle enquiries, modifications, cancellations, and rebooking promptly across multiple channels while maintaining a high standard of face-to-face and virtual communication etiquette. Strong problem-solving skills and the ability to handle challenging situations with composure are vital qualities for this role.

Success in this position requires flexibility in work schedule, as shift work and weekend availability may be necessary. You will also be expected to prepare and maintain informative and accurate reporting based on business requirements.

• Reservations Management: Establish ways of working for Reservations Function; oversee all aspects of the reservations function across various segments (FIT, OTAs, GDS, Group Block), ensuring accuracy, policy compliance, and optimal revenue performance
• Customer Service & Communication: Handle enquiries, modifications, cancellations, and rebooking promptly across multiple channels while ensuring guest requests are properly recorded and communicated in a professional and timely manner
• Revenue & Inventory Control: In conjunction with Commercial Team, monitor rate parity across booking platforms, manage inventory balancing, support rate loading, and ensure correct application of segment codes, deposits, and cancellation policies
• Collaboration & Training: Coordinate with other departments to fulfill guest requests, especially for VIPs or custom needs, and assist in delivering training and maintaining knowledge of IHG One Rewards
• Third-Party Relations & Upselling: Liaise with travel agents, tour operators, and external platforms, while identifying upselling opportunities to maximize revenue through added services and upgrades
• Support Commercial Function: might provide support to Sales function when business requires, create and summit sales proposals, and liaise with relevant stakeholders to drive conversion

• Previous experience in Hotel Reservations at Manager capacity, or minimum 1 year at Supervisor level, or a closely related position in hotel operations/commercial; previous experience in Hotel Opening or Conversion is highly regarded
• Computer savvy and versed in adapting to work with various systems
• Fluent in professional English, both spoken and written
• Strong problem-solving skills and the ability to handle challenging situations with composure
• High standard of face-to-face and virtual communication etiquette, including phone and email; and attention to details
• A passionate team player, ability to work in a fast-paced environment and prioritise workloads
• Flexibility in work schedule, as this role may require shift work and weekend availability
• Prepare and maintain informative and accurate reporting based on business requirement
• Experience working with Hotel PMS, such as, but not limited to, Opera PMS, Opera Cloud, RMS, HotelKey, etc.
• Legal right to work in Australia without restrictions

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 impressive accommodation 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. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

At IHG Hotels & Resorts, we've made a promise that we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world.