Reservations Agent

Reservations Agent – Hotel Indigo Melbourne Little Collins and Holiday Inn Melbourne Bourke Street Mall

Nestled in the heart of Melbourne's vibrant CBD, an exciting new holiday destination has arrived – discover the boutique charm of Hotel Indigo and the modern comfort of Holiday Inn, offering a unique blend of hospitality experiences across 452 rooms. One of Melbourne’s most iconic CBD arcades has been reimagined with the redevelopment of "Melbourne Walk," now home to IHG’s first Australian dual-branded hotel project.

Open the door into Hotel Indigo and guests can expect local character, modern design and warm, professional service with a vibrant and individual flavour, bringing the edgy laneway neighbourhood of Little Collins Street to life. Making the most of the retail haven, Holiday Inn offers a modern, fresh and friendly stay for a wide variety of guests coming to enjoy the convenience and value they know and love from Holiday Inn, and all that Bourke Street Mall has to offer.

We are on the lookout for a detail-oriented and adaptable Full-Time Reservations Agent to join our team. As a Reservations Agent, you will be responsible for maintaining accurate and concise records of all reservations, assisting with inquiries and bookings, liaising with key departments and displaying exceptional phone and customer service skills under the general guidance of the Reservations Manager. 

A little taste of your day-to-day

Every day is different, but you will mostly be:

• Assist in the efficient day-to-day operation of the reservations department, optimising hotel occupancy and average rate.
• Respond to all queries via telephone, email and facsimile, utilising standard template forms, in a timely manner and in accordance with IHG stipulated guidelines.
• Check that all correspondence, including amendment information requests, and booking traces, have been replied to in accordance with the client’s instructions and our procedures; while ensuring all the relevant information (such as correct company, travel agent & guest profiles & specials, channel & source codes) are updated in booking and Guest profile.
• Handle guest complaints in a timely manner and that the complaints are resolved to the guest’s satisfaction.   
• Interact with department and hotel team members in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication. 
• Work effectively with customers and colleagues from different viewpoints, cultures and countries. 
• Attend and participate in briefings, meetings and training sessions as scheduled.  
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. 

What we need from you

• Prior experience in a reservations role (Hotel Industry would be highly desirable).
• Excellent communication and interpersonal skills, with a strong customer-focused attitude.
• Strong organizational skills and the ability to multitask in a fast-paced environment.
• Ability to work independently and as part of a team.
• Literate and tech-savvy - you’ll need a good grasp of basic maths, computer skills and strong communication skills 
• A proactive and flexible approach to work, with a willingness to take on a variety of tasks.
• Attention to detail and problem-solving skills.
• Must have a right to work in Australia, unrestricted.

What you can expect from us

Not only will you benefit from a truly unique and career-defining opportunity as part of this exciting hotel opening, but you’ll receive a competitive salary that rewards all your hard work and a wide range of benefits designed to help you live your best work life – including, impressive room discounts and some of the best training in the business.

Most importantly, your career journey will be supported through our lifelong development programs, IHG career milestone celebrations, and transfer of leave entitlements as you move and grow with IHG.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences 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, 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. 

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.