Job Description

Reservations Manager - Inter Continental Perth

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As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the Inter Continental 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 where we Inspire Incredible everyday.

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Inter Continental Perth City Centre opened in October 2017 and is a 240-room design orientated hotel in the heart of Perth's CBD. Focused on corporate and transient market bringing the Inter Continental personalised service to life.

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We are looking for a full-time Reservations Manager to join our charming, confident and internationally minded Sales and Front Office team.

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This is an exciting chance for a hospitality leader who is equally passionate about commercial performance and creating exceptional guest experiences. You'll play a pivotal role in shaping the guest journey from the moment a reservation is made through to departure, ensuring every interaction reflects Inter Continental's luxury standards and personalised approach to service.

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Your day to day

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Reporting to the Director of Sales & Marketing and working closely with the Reception Manager, you will oversee the hotel's Reservations and Instant Service team, driving both revenue performance and guest satisfaction. You will lead a team responsible for managing reservations, guest communications, service requests, loyalty recognition and pre-arrival engagement, helping deliver a seamless and memorable guest experience at every stage of the stay.

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Reservations & Commercial Performance

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- Lead all aspects of the hotel's reservations function, ensuring accuracy, efficiency and exceptional guest service.

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- Work closely with Revenue Management and the Hotel Operations teams to maximise occupancy, ADR and revenue opportunities.

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- Monitor bookings, inventory management, room availability, forecasting and reporting requirements.

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- Participate in revenue strategy discussions and contribute to budget and forecasting processes.

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- Champion upselling opportunities and promote hotel facilities, products and services to maximise revenue outcomes.

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- Build and maintain strong relationships with corporate, wholesale and inbound partners.

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- Ensure all reservations and distribution systems are maintained in line with brand standards and best practice.

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- Lead the Instant Service operation, ensuring all guest communications are handled professionally, efficiently and in line with luxury service expectations.

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- Drive excellence across all guest touchpoints including telephone, email, chat and service requests.

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- Create and implement processes that enhance the guest journey before arrival and throughout their stay.

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- Ensure guest preferences, special requests and loyalty recognition opportunities are effectively communicated and delivered.

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- Monitor guest feedback, service recovery and response times to continuously improve the guest experience.

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- Partner closely with Front Office and operational leaders to ensure seamless service delivery across the hotel.

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- Handle escalated guest concerns with professionalism and a solutions-focused approach.

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Leadership & Team Development

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- Lead, coach and develop the Reservations and Instant Service teams to create a high-performing and guest obsessed culture.

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- Support recruitment, onboarding, training and succession planning activities.

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- Manage rostering, productivity and departmental labour costs in line with business needs.

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- Conduct regular coaching conversations, performance reviews and development planning.

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- Foster strong collaboration across Sales, Revenue, Front Office, Food & Beverage and Hotel Operations teams.

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- Maintain departmental procedures, standards and compliance requirements.

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What we need from you

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We're looking for an energetic and commercially minded hospitality professional with a genuine passion for guest experience.

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You will bring:

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- Previous leadership experience within Reservations, Front Office, Guest Services, Instant Service Centre or a similar hotel environment.

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- A strong understanding of hotel operations and luxury guest service delivery.

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- Experience leading and coaching others.

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- Strong commercial acumen and an understanding of revenue management principles.

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- Excellent organisational and prioritisation skills with the ability to manage multiple stakeholders and competing demands.

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- Exceptional communication and relationship-building skills.

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- A proactive approach to problem solving and continuous improvement.

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- Experience with Opera PMS and hotel reservation systems.

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- Experience with loyalty programs and luxury hotel brands will be highly regarded.

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- Unlimited and unrestricted Australian working rights.

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What we offer

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You'll be rewarded for your hard work with a range of benefits that supports you throughout your IHG career journey

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- Free meals on shift

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- Laundered uniform supplied

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- Paid birthday leave - hip hip hooray!

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- Paid parental leave

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- Proactive paid wellness and mental health days

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- DiscountedCBD carparking

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- Some of the best colleague discounts across our IHG Hotels for accommodation, food and beverage

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- A massive colleague discounts platform for all your favorite brands and retailers - to help your salary/wage go further

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- 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.

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📌 Reservations Manager - InterContinental Perth
🏢 IHG Hotels & Resorts
📍 Perth