Guest Reservations Specialist – Elevate Stays

Kimpton; Geelong; On-site; AUD 42,000 - 55,000; Full time

Job summary

Crowne Plaza Geelong in Geelong, Australia seeks a dedicated Reservations Agent to handle bookings, amendments, and communications with guests. You will maintain knowledge of hotel facilities and rates, coordinate with sales and central reservations, and strive to optimise occupancy and revenue.

The role requires hotel reservations experience, strong English communication, and the ability to work weekends and public holidays.

Qualifications

• Previous reservations or customer service experience, ideally within a hotel environment.
• 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 and problem prevention skills.
• Fluency in English with additional languages advantageous.
• Excellent stakeholder management; ability to collaborate effectively with all departments.
• Strong organisational skills and ability to prioritise workflow and workload individually and across the team.
• Availability to work across Monday to Saturday and Public Holidays
• Full Australian working rights.

Responsibilities

• Manage reservations for individuals and groups via phone, email, and internal channels, including new bookings, amendments, cancellations, waitlists, no-shows, and guest profile updates.
• Process reservations from Sales, Central Reservations, travel agents, and wholesalers, ensuring accurate application of rates, commissions, billing arrangements, and credit approvals.
• Monitor occupancy levels, review arrival and VIP reports, action traces, and provide relevant insights and updates to management.
• Prepare reservation and sales reports as required.
• Maximise revenue through room upgrades, upselling, proactive sales activities, and initiatives that drive reservation growth.
• Build and maintain professional relationships with guests, travel bookers, travel agents, and other key stakeholders to deliver exceptional service.
• Liaise effectively with internal departments and external contacts to ensure seamless guest experiences.
• Support Front Office operations during peak periods, including handling calls, room service orders, restaurant bookings, and other duties as required.

Skills

Customer service

Attention to detail

Communication

Stakeholder management

Organisational skills

Tech-savvy

Problem solving

Weekend availability

Tools

Opera Cloud

Job description

Crowne Plaza Geelong in Geelong, Australia seeks a dedicated Reservations Agent to handle bookings, amendments, and communications with guests. You will maintain knowledge of hotel facilities and rates, coordinate with sales and central reservations, and strive to optimise occupancy and revenue.

The role requires hotel reservations experience, strong English communication, and the ability to work weekends and public holidays.