Reservations Manager

Crowne Plaza Melbourne Carlton is set to open in December 2025 to be a vibrant cosmopolitan hotel with everything you need to create your perfect urban getaway. Conveniently located close to world-class Universities in the heart of Melbourne's Innovation District. The hotel's ideal location overlooking the beautiful Lincoln Square lets you experience the very best of the local community and beyond, whether visiting for business, leisure, a meaningful gathering, or a blend of all.

Set to be a highly sought-after destination for business and leisure travellers alike, the hotel is also home to a stunning new restaurant aiming to be Carltons culinary destination for those seeking a unique and exceptional dining experience.

Crowne Plaza Melbourne Carlton is the perfect hub for corporate and social events. Our flexible conference spaces and function rooms are fully equipped with state-of-the art audio-visual technology, while our private dining room offers an exclusive and intimate experience.

As a Reservations Manager, you will play a crucial role in the pre-opening journey of the hotel, setting up operational foundation and ways of working for Reservations Function, and contributing to building a collaborative workplace culture. Once the hotel is opened, you will be ensuring exceptional customer experiences by handling reservation inquiries and bookings for our hotel.

Your main responsibilities will involve providing professional and efficient service to customers seeking information on our services, rates, and availability. Your outstanding communication and organizational skills will be instrumental in coordinating and supporting our guests throughout their booking process.

A little taste of your day-to-day:
Upon Commencement, you will be part of the pre-opening team, supporting Front Office Manager in setting up the department for operations excellence by establishing SOPs and ways of working, delivering trainings and promoting collaborative workplace culture. You will also be assisting with getting the hotel ready to welcome guests, from guest rooms, public areas, to technology and more.

Once the hotel is operating, your areas of responsibility include, but not limited to,

• 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

What we need from you:

• 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

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 impressive accommodation discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive tams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provide equal employment opportunities to applicants and employees without regard to race, colour, 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.

At IHG, as one of the world's leading hotel groups 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.

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.