Job Description

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

Drawing on decades of international expertise and local insight, we create inspiring experiences for those seeking a richer perspective on the world. Every InterContinental hotel reflects the culture and character of its destination while delivering the thoughtful service and sophistication our guests expect.

As the first InterContinental Resort in Australia, InterContinental Sanctuary Cove Resort embodies the elegance of a grand Queensland estate, surrounded by the beauty and tranquillity of Sanctuary Cove.

We are currently seeking a Casual Reservations Agent to join our team.

Your Day to Day

As a Reservations Agent, you will be one of the first points of contact for our guests, creating exceptional first impressions and helping to shape memorable stays before our guests even arrive. Reporting to the Revenue Manager, you will play an important role in delivering personalised service, driving revenue opportunities, and ensuring a seamless reservation experience from enquiry through to arrival.

In this role, you will:

• Support the daily operations of the Reservations Department, helping to maximise occupancy, room revenue, and guest satisfaction.
• Handle guest enquiries, reservations, amendments, and cancellations with accuracy, professionalism, and efficiency.
• Deliver exceptional service through all guest interactions, particularly over the phone and via email.
• Build strong relationships with guests by understanding their needs and recommending the most suitable accommodation, packages, and experiences.
• Maintain accurate reservation records and correspondence in accordance with Resort and brand standards.
• Assist with departmental reporting and administrative tasks as required by the Revenue Manager.
• Stay informed about Resort promotions, packages, and IHG One Rewards benefits to confidently support guest enquiries.
• Collaborate with Front Office, Revenue, Sales, and operational teams to ensure a seamless guest journey.
• Identify opportunities to maximise revenue through effective selling techniques while maintaining a guest-first approach.
• Attend departmental briefings, meetings, and training sessions as required.
• Uphold IHG brand standards, policies, and values in every interaction.

What We Need From You

Ideally, you'll bring:

• Previous experience in a Reservations, Front Office, Contact Centre, or hospitality customer service role.
• A confident and professional telephone manner with excellent verbal and written communication skills.
• A genuine passion for delivering personalised guest experiences.
• Strong attention to detail and exceptional organisational skills.
• The ability to manage multiple priorities in a fast-paced environment.
• Experience using Opera PMS, or similar hotel reservation systems (preferred).
• Intermediate Microsoft Office skills.
• A positive attitude with strong problem-solving capabilities.
• The ability to work both independently and collaboratively within a team environment.
• Completion of Year 12 or equivalent.
• Flexibility to work Monday to Saturday

What We Offer

At IHG, we provide more than just a job. We offer a place where you can be yourself, share your ideas, develop your career, and be part of a supportive and inclusive team.

In return for your passion and commitment, you'll enjoy a range of benefits including:

• Paid Birthday Leave.
• Hotel discounts across IHG properties worldwide.
• Food and Beverage discounts.
• Access to world-class learning and career development programs.
• IHG Career Milestone celebrations.
• Transfer of entitlements as you grow your career within IHG.
• Access to our exclusive retail and lifestyle discounts platform.

At IHG, we are committed to creating a culture where everyone feels welcome, valued, and respected. We celebrate difference and are committed to providing equal employment opportunities for all.

We are proud to be IHG, and we know you will be too.

Learn more about careers with IHG:
careers.ihg.com

Discover InterContinental Sanctuary Cove Resort:
https://www.sanctuarycove.intercontinental.com

Follow us:

Instagram & Facebook: @intercontinentalsanctuarycove
LinkedIn: InterContinental Sanctuary Cove Resort

You must have full working rights in Australia to be considered for this opportunity.