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IHG Reservations Agent - InterContinental Sanctuary Cove Resort in Sanctuary Cove QLD, Australia

Reservations Agent - InterContinental Sanctuary Cove Resort

Job Number EMEAA08423

Hotel Brand: InterContinental Hotels

Europe, Middle East, Asia & Africa - Australia - Queensland - Sanctuary Cove QLD

Description

About us

As the world’s first international luxury travel hotel brand, InterContinental Hotels & Resorts has been pioneering new international destinations for decades. Each of our hotels is a destination in its own right, and we are dedicated to those who appreciate and enjoy The InterContinental Life – the glamour and exhilaration of fascinating places, mixed with our international know-how and local cultural wisdom.

InterContinental Sanctuary Cove Resort reflects the grand, graceful architecture of a classic Queensland estate, nestled within the beautiful surrounds of Sanctuary Cove. With 243 distinctive guest rooms and suites, promising charm, elegance and privacy, InterContinental Sanctuary Cove Resort offers guests an enviable collection of exclusives– from access to three championship golf courses and the Sanctuary Cove Country Club, to the ultimate indulgence with Queensland's only High Coffee experience.

Adding a passionate and worldly team who can bring the InterContinental Life alive is the last puzzle piece for the Resort’s delivery of rich and personal experiences. In this full time Reservations Agent role, you will be play a key piece in bringing the InterContinental Life alive and delivering on our branded guest experience having interaction with our guests before they even arrive.

Your day to day

Reporting into the Reservations Manager, you’ll liaise directly with our guests via phone and email knowing efficiency, accuracy and personalised interactions are key to success in this role. On the daily, you’ll;

  • Assist guests with reservation enquiries and think outside the box to make their stay memorable, while identifying opportunities to maximise their spend; from airport transfers to unique experiences, you’ll know how to tailor their stay and bring the InterContinental Life alive.

  • Be responsible for providing prompt, courteous and efficient handling of all requests for guest reservations, changes and cancellations.

  • Process all reservations prior to guest arrivals and work collaboratively with with various teams across the resort to deliver a seamless experience from their initial touch point and across the duration of their stay.

  • Manage a range of guests such as leisure, corporate clients and travel agents.

  • Be a Resort ambassador, positively representing the InterContinental and IHG brands.

  • Resolve any issues that arise confidently and independently as well as supporting other colleagues with difficult and challenging guest interactions.

Alongside managing all guest reservations for the resort, you will be the key touch point for all enquiries, managing all internal and external calls. Working as a part of the Reservations and Instant Service Team, you will ensure that the integrity and consistency of brand standards are maintained and delivered at all times.

What we need from you

You’ll have a minimum of one to two years previous experience as a Guest Service Agent or Reservations Agent and be looking for the next challenge in your career. You’ll have excellent communication and interpersonal skills and the ability to work autonomously and alongside a team. Experience in delivering a high level of guest experience in a resort environment, knowledge of reservations processes and proven capability around problem resolution will be critical to your success. Previous exposure to working with a hotel property management system such as Opera would also be desirable.

You’ll have the flexibility to work various shifts including evenings, overnights, weekends and public holidays across a seven day roster and also meet the legal requirements to work within Australia ongoing without restrictions.

What we offer

IHG are more than just great places to stay, we are also one of Australia’s best employers. We are looking for exceptional people like you to greet the world and be the spark that makes us even better.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve.

We will give you every opportunity to grow vertically, functionally, geographically, and personally. As part of the IHG family with more than 5,300 hotels in over 100 countries, the world is your oyster - visit www.http://careers.ihg.com to find out more about us.


  • Major Brad D. Anderson

    United States Army

    Major (Ret) Brad Anderson is the Human Resources Manager at IHG Army Hotels – Fort Benning, Georgia. He retired out of the U.S. Army after 23 years of service with combat tours in Iraq (Operation Iraqi Freedom) and Afghanistan (Operation Enduring Freedom).

    Brad enlisted in the U.S. Army in August 1992, and was assigned as an infantryman at Fort Lewis, Wash., where he served six years in 9th Infantry Regiment and 25th Infantry Division. In 1999, he was assigned to Fort Benning, Ga., where he completed Drill Sergeant School and then served with the Infantry Training Brigade. He was next assigned to Officer Candidate School in 2003 and earned his commission as a second lieutenant in the Adjutant General Corps. Major Anderson’s previous assignments as an officer include Camp Casey, South Korea, where he served as a postal platoon leader; Iraq, where he served as deputy plans and operations officer, III Corps; Fort Benning, where he served with 30th Adjutant General Reception Battalion, as Headquarters and Headquarters Company commander; Eglin Air Force Base, Fla., where he served with 7th Special Forces Group (Airborne), as battalion and group human resources officer and Fort Lee where he served his final assignment as the Military Entrance Processing Station (MEPS) commander.

    Brad’s professional military education includes the Adjutant General Corps Officer Basic and Advanced Courses, Airborne School, Air Assault School, Drill Sergeant School, Pathfinder Course, and Rappel Master School. He also earned a Bachelor of Arts Degree in Interdisciplinary Studies from Eastern Washington University, Cheney, Wash.

    Brad’s military awards and decorations include a Joint Service Achievement Medal, 2 Meritorious Service Medals, 4 Army Commendation Medals, 3 Army Achievement Medals, and 4 Army Good Conduct Medals. He has also been awarded a variety of unit and service medals & ribbons, in addition to earning the Expert Infantryman Badge.

    On his first day of military retirement (October 1st, 2015) we proudly welcomed Brad to the IHG family. It was then, that Brad began his career with us as the HR Manager of the IHG Army Hotels on Fort Benning, a role he continues to thrive in today.

  • Michael Bayerl

    United States Air Force

    “My experience with IHG has been nothing short of awesome and I have learned so much.  Soon I will be the GM of the World’s Largest Holiday Inn Express (currently the IHG Army Hotels on Fort Lee) with 1,000 rooms.”

    Senior Master Sergeant (Ret.) Michael Bayerl joined the U.S. Air Force in 1979. Throughout 20 years of active duty, he served as an Air Force Services Specialist and Inspector General for Services-Air Mobility Command. From the moment he started with the USAF Michael was immersed with hospitality experience, starting out in Food in Beverage before working his way through the ranks and functioning in virtually every position available within military restaurants & hotels.

    In 2002, Michael took on a General Manager position at an Air Force Inn, and since that time, he has managed hotel complexes with over 2000+ rooms, on 3 different properties. Michael found his way to IHG when he intentionally took on a role with Army Lodging, knowing that the hotel would soon be privatized into an IHG hotel.

    Today, Michael is the General Manager at IHG Army Hotels on Fort Lee (soon to be re-branded as the World’s largest Holiday Inn Express).

  • Teresa “Sarge” Colatarci

    Navy

    Meet Teresa “Sarge” Colatarci, general manager/regional director of operations for six IHG Army Hotels at Fort Sam Houston in San Antonio. Following her service in the U.S. Navy, she continues to serve by providing True Hospitality through the IHG Teen Academy.

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