Groups Reservations Agent

Situated in the heart of the Brisbane CBD, with views out over the river to Southbank, the ibis Styles Brisbane is a modern, stylish hotel catering for both business and leisure guests. With 367 rooms, ibis Styles Brisbane is one of the largest hotels in Brisbane City. We are bright, colorful, stylish and due to internal movements, we are looking for our next Full-Time Groups Reservations Agent to join the team at ibis Styles Brisbane Elizabeth Street.

• Manage Group Bookings: Oversee and coordinate all group reservations of 10 rooms or more, including PCO groups, ensuring accurate setup, inventory control, and timely communication.
• Customer Enquiries & Communication: Respond to all group-related enquiries via phone or email within 24 hours and ensure consistent, clear communication with clients and internal teams.
• Sales & Upselling: Promote hotel facilities through tailored site inspections and build strong client relationships to drive repeat business and positive guest experiences.
• Pre-Arrival Coordination: Prepare detailed group information sheets, generate BEOs, and brief relevant departments prior to group arrival.
• Reservation Entry & Accuracy: Ensure timely and precise input of group bookings and associated data into Opera (within 24 hours of confirmation).
• Financial Administration: Manage payments, invoicing, prepayments, routing, chargebacks, gift vouchers, and adherence to terms and conditions for all group bookings.
• Inventory Management: Monitor group inventory and potential business wash, ensuring optimal room allocation and availability across all channels.
• Reporting & Forecasting: Compile reports such as Group Wash, Business Turndown, and 3-Month Forecasts for the Revenue Manager and General Manager.
• Policy & Compliance: Adhere to company policies including EEO, workplace harassment, WHS, and privacy/confidentiality requirements at all times.
• Team & Interdepartmental Coordination: Maintain strong communication across departments for group-related matters and promote positive team collaboration.
• Training & Development: Participate in all required hotel training and departmental meetings to maintain high standards and professional growth.
• Issue Resolution: Handle guest complaints and enquiries professionally, escalating complex issues to the Operations Manager when required.
• VIP & Loyalty Standards: Ensure VIP, complimentary bookings, and ALL – Accor Live Limitless standards are followed consistently.
• Contract Management: Assist with the setup of confidential group contracts and agreements in line with brand and business protocols.
• Other Duties: Carry out any additional tasks as reasonably requested by your supervisor or management, within the scope of your role, may be required to assist in front office during when required. 

• Minimum 2 years previous experience in a group reservations role within a hotel. 
• Familiarity with hotel systems, including Opera Cloud and ResaWeb,

• Experience handling group bookings and coordinating room blocks is necessary

• Strong understanding of hotel operations, including room inventory, rate structures, and reservation policies.

• Excellent communication skills (written and verbal) with a professional phone manner.

• Strong administrative and organisational skills, with high attention to detail and accuracy.

• Demonstrated ability to manage multiple tasks and priorities under pressure.

• Proficient in Microsoft Office Suite: Outlook, Word and Excel.

• A customer-first attitude with proven problem-solving and conflict-resolution skills.

• Knowledge of Accor standards and ALL Loyalty Program is an advantage.

• Monday-Friday position with the rare need to work weekends and public holidays as required.

• Diploma or Certificate in Hospitality, Business, or Tourism (desirable but not essential).

About Us:

ibis Styles is a bright, funky and vibrant hotel situated in the heart of Brisbane City. Our guests include business, corporate and leisure guests looking for practical hotel solutions. 

As an Accor team member you will also have the opportunity to grow and develop your career all over the world! Aside from the amazing discounts across hotel accommodation and food and beverage, there are a host of other employee benefits available to our HEARTISTS. 

With a low employee turnover rate here at ibis Styles Brisbane Elizabeth St, we pride ourselves on our culture of care, empowerment, fun and excellence and we welcome you to uncover this unique culture for yourself. 

In return for your contribution and commitment, we will provide competitive remuneration, a supportive work environment, flexibility and fantastic career and training opportunities. Being part of the Accor group you will also be entitled to generous employee benefits including: 

• Daily lunch options provided
• Staff discounts in the restaurant
• Accor employee staff rates at any Accor property worldwide
• Food and Beverage discounts at Accor outlets
• Inner city location- public transport options at our door
• Friendly and inclusive team
• Career growth and learning and development

Come and join our Stylish Heartist Team today!