Guest Experience Reservations Specialist

InterContinental Hotels Group; Geelong; On-site; AUD 52,000 - 72,000; Full time

Job summary

Crowne Plaza Geelong, part of InterContinental Hotels Group (IHG), is seeking a Reservations Agent to be at the heart of the guest journey, handling inquiries and shaping memorable stays from the first contact. You will manage individual and group bookings by phone and email, apply rates accurately, upsell where appropriate, and liaise with other departments to deliver seamless service.

Great communication and attention to detail, plus hospitality experience and working rights in Australia, are

Qualifications

• Previous reservations or customer service experience, ideally within a hotel.
• Proficiency in Opera Cloud or similar Reservations Systems - integrated POS and channel management systems highly regarded.
• Exceptional attention to detail.
• Excellent written and verbal communication skills including problem solving.
• Fluency in English with additional languages advantageous.
• Excellent stakeholder management; collaborate with all departments.
• Strong organisational skills and ability to prioritise workload across the team.
• Availability to work across Monday to Saturday and Public Holidays.
• Full Australian working rights.

Responsibilities

• Maintain knowledge of hotel's facilities, services, room types, local attractions, promotions, rates, and IHG One Rewards program.
• Provide guests with information and recommendations to enhance their stay.
• Manage reservations for individuals and groups via phone, email, and internal channels.
• Process reservations from Sales, Central Reservations, travel agents, and wholesalers with accurate rates and credits.
• Monitor occupancy levels and provide insights to management.
• Prepare reservation and sales reports as required.
• Maximise revenue through upselling and proactive sales activities.
• Build and maintain professional relationships with guests, bookers, and agents.
• Liaise with internal and external contacts to ensure seamless guest experiences.
• Support Front Office during peak periods as required.

Skills

Reservations experience

Customer service

Communication skills

Problem solving

English fluency

Stakeholder management

Organisational skills

Flexibility

Tools

Opera Cloud

Job description

Crowne Plaza Geelong, part of InterContinental Hotels Group (IHG), is seeking a Reservations Agent to be at the heart of the guest journey, handling inquiries and shaping memorable stays from the first contact. You will manage individual and group bookings by phone and email, apply rates accurately, upsell where appropriate, and liaise with other departments to deliver seamless service.

Great communication and attention to detail, plus hospitality experience and working rights in Australia, are