Reservations Manager - InterContinental Perth

About us

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

InterContinental 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 InterContinental personalised service to life.

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

This is an exciting opportunity 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 InterContinental's luxury standards and personalised approach to service.

Your day to day

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.

Key responsibilities include:

Reservations & Commercial Performance

• Lead all aspects of the hotel's reservations function, ensuring accuracy, efficiency and exceptional guest service.
• Work closely with Revenue Management and the Hotel Operations teams to maximise occupancy, ADR and revenue opportunities.
• Monitor bookings, inventory management, room availability, forecasting and reporting requirements.
• Participate in revenue strategy discussions and contribute to budget and forecasting processes.
• Champion upselling opportunities and promote hotel facilities, products and services to maximise revenue outcomes.
• Build and maintain strong relationships with corporate, wholesale and inbound partners.
• Ensure all reservations and distribution systems are maintained in line with brand standards and best practice.

Guest Experience & Instant Service Centre Leadership

• Lead the Instant Service operation, ensuring all guest communications are handled professionally, efficiently and in line with luxury service expectations.
• Drive excellence across all guest touchpoints including telephone, email, chat and service requests.
• Create and implement processes that enhance the guest journey before arrival and throughout their stay.
• Ensure guest preferences, special requests and loyalty recognition opportunities are effectively communicated and delivered.
• Monitor guest feedback, service recovery and response times to continuously improve the guest experience.
• Partner closely with Front Office and operational leaders to ensure seamless service delivery across the hotel.
• Handle escalated guest concerns with professionalism and a solutions-focused approach.

Leadership & Team Development

• Lead, coach and develop the Reservations and Instant Service teams to create a high-performing and guest obsessed culture.
• Support recruitment, onboarding, training and succession planning activities.
• Manage rostering, productivity and departmental labour costs in line with business needs.
• Conduct regular coaching conversations, performance reviews and development planning.
• Foster strong collaboration across Sales, Revenue, Front Office, Food & Beverage and Hotel Operations teams.
• Maintain departmental procedures, standards and compliance requirements.

What we need from you

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

You will bring:

• Previous leadership experience within Reservations, Front Office, Guest Services, Instant Service Centre or a similar hotel environment.
• A strong understanding of hotel operations and luxury guest service delivery.
• Experience leading and coaching others.
• Strong commercial acumen and an understanding of revenue management principles.
• Excellent organisational and prioritisation skills with the ability to manage multiple stakeholders and competing demands.
• Exceptional communication and relationship-building skills.
• A proactive approach to problem solving and continuous improvement.
• Experience with Opera PMS and hotel reservation systems.
• Experience with loyalty programs and luxury hotel brands will be highly regarded.
• Unlimited and unrestricted Australian working rights.

What we offer

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

• Free meals on shift
• Laundered uniform supplied
• Paid birthday leave - hip hip hooray!
• Paid parental leave
• Proactive paid wellness and mental health days
• Discounted CBD carparking
• Some of the best colleague discounts across our IHG Hotels for accommodation, food and beverage
• A massive colleague discounts platform for all your favorite brands and retailers - to help your salary/wage go further
• 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.