Guest-Focused Reservations Specialist

InterContinental Hotels Group; Canberra; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Birthday Leave

Hotel-wide F&B and accommodation 할인

Structured training through IHG Acadmy

IHG Career Milestone celebrations

Transfer of entitlements as you move

Supportive diverse team culture

Access to discount retail platform

Job summary

Crowne Plaza Canberra, part of InterContinental Hotels Group (IHG), seeks a Full-time Reservations Agent to support the Reservations Department. You will handle bookings, inquiries and liaison with other departments to ensure smooth operations and high guest satisfaction.

Key responsibilities include maintaining accurate reservation records, optimizing occupancy and average rate, handling guest inquiries, and building strong relationships with clients and agents.

Qualifications

• Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent / 2 years’ experience in the Hospitality industry with Front Office/Reservations experience.
• Knowledge of Opera PMS preferred
• Proficient in the use of Microsoft Office
• Proven communication skills across, phone, email & face to face style interactions
• Problem solving and organizational abilities
• Literate and tech-savvy - you’ll need a good grasp of basic maths, computer skills and strong communication skills
• Drive for results and excelling organizational skills to manage tight deadlines, balancing & prioritizing long and short-term goals
• Flexible and adaptable to change
• Must have working rights for Australia (If you're applying outside of Australia, please specify your Australian work visa status in your application)

Responsibilities

• Assist in the efficient day-to-day operation of the Reservations Department, optimizing hotel occupancy and average rate.
• Create a positive hotel image in every interaction with internal and external customers.
• Ensuring customer service is of the highest possible standard that product standards are achieved.
• Maintain intimate knowledge of departmental standards and procedures.
• Handle guest complaints in a timely manner and that the complaints are resolved to the guest’s satisfaction.
• Maintaining accurate reports of booking correspondence.
• Keeps abreast of all modifications to accounting policies and procedures
• Interact with department and hotel team members in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication.
• Work effectively with customers and colleagues from different viewpoints, cultures and countries.
• Attend and participate in briefings, meetings and training sessions as scheduled.
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
• Develop rapport with regular clients and booking agents.

Skills

Communication

Phone/email & in-person

Problem solving

Organizational skills

Tech savvy

Education

Bachelor’s/Diploma in Hotel Admin/Management

Tools

Opera PMS

Microsoft Office

Job description

Crowne Plaza Canberra, part of InterContinental Hotels Group (IHG), seeks a Full-time Reservations Agent to support the Reservations Department. You will handle bookings, inquiries and liaison with other departments to ensure smooth operations and high guest satisfaction.

Key responsibilities include maintaining accurate reservation records, optimizing occupancy and average rate, handling guest inquiries, and building strong relationships with clients and agents.