Reservations Manager (Pre-Opening) - Crowne Plaza Adelaide, Mawson Lakes

At Crowne Plaza, we celebrate hybrid living. Whether traveling for business, leisure or a blend of both, we connect our guests to the people, places and possibilities to make their stay remarkable.

Opening in the second half of 2024 and featuring 155-rooms, three meeting spaces, a fitness centre and a bar and restaurant, Crowne Plaza Adelaide, Mawson Lakes, will be a highly sought-after destination for business and leisure travellers alike.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. To positively deliver this guest experience (even starting before they walk through our doors), we are looking for a Reservations Manager to join our pre-opening team and lead the Reservations department to maintain inventory balance and rate parity across channels, manage Revenue systems in conjunction with the Revenue Management team, and effectively develop the capability of the Reservations team.   

A little taste of your day-to-day

Every day is different, but as part of the pre-opening team, you will play a key role in ensuring this new hotel is ready to welcome its first guests, including: 

• Overseeing the setup and configuration of the hotel's reservation system, ensuring the system is properly installed, customized to the hotel's requirements, and integrated with other relevant systems such as the property management system (PMS) and the website booking engine.
• Work on setting up room rates, packages, and promotions based on market analysis and competitor research. Manage inventory allocation across different distribution channels to optimize revenue and occupancy levels.
• Developing standard operating procedures (SOPs) for reservation processes, including handling inquiries, making bookings, managing cancellations and modifications, and processing payments.
• Conducting training sessions for reservation agents and other relevant staff members on the reservation system, procedures, and customer service standards.
• Working closely with the sales and marketing teams to develop strategies for driving reservations and maximizing revenue during the pre-opening phase.
• Conducting thorough testing of the reservation system to identify and resolve any technical issues or discrepancies before the hotel opens to guests.
• Building and maintaining a database of potential guests, including contact information, preferences, and booking history to be used for targeted marketing campaigns and personalised guest communications once the hotel is operational.
• Collaborating with other departments such as front office, housekeeping, and finance to ensure seamless communication and coordination regarding reservations, room assignments, billing, and other related matters.

What we need from you

• Bachelor’s or Master’s degree in Hotel Management or Business Administration 
• Three years’ experience in Reservations or Front Office management in a similar hotel with complexity and multiple revenue streams
• Demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company 
• Comprehension of Hotel systems and revenue management principles. 
• Mathematical skills, budgeting, profit/loss concepts, percentages, and variances.
• A demonstrated capability of collaborating with multiple stakeholders and managing competing priorities.
• Must be fluent in English and other languages preferred.
• Full working rights in Australia without restrictions.

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a impressive room discounts and some of the best training in the business. 

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