Reservations Agent

Crowne Plaza Hotels & Resorts; Canberra; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Hotel-wide F&B and accommodation disc.

IHG Acadamy training & development

IHG Career Milestone celebrations

Transfer of entitlements as you move

Diverse team culture

Discount retail platform

Job summary

Crowne Plaza Hotels & Resorts in Canberra is seeking a Reservations professional to support the day‑to‑day operations, optimise occupancy and the average rate. You’ll interact with guests and colleagues to maintain the high standard of service and accuracy in booking communications.

Experience with Opera PMS and strong MS Office skills are preferred; you will contribute to a collaborative team while adapting to changing schedules and guest needs.

Qualifications

• Bachelor’s Degree or Diploma in Hotel Administration or Hotel Management.
• 2 years’ hospitality experience with Front Office/Reservations.
• Proficient in Microsoft Office.
• Knowledge of Opera PMS preferred.
• Strong communication across phone, email & in-person.
• Problem solving and organizational abilities.
• Flexible and adaptable to change.
• Must have working rights for Australia.

Responsibilities

• Assist in the efficient day‑to‑day operation of the Reservations Department.
• Optimize hotel occupancy and average daily rate.
• Create a positive hotel image in every interaction with customers.
• Maintain knowledge of departmental standards and procedures.
• Handle guest complaints promptly to guest satisfaction.
• Maintain accurate reports of booking correspondence.
• Interact professionally with team members to foster good rapport.
• Explain and sell services and facilities to guests.

Education

Bachelor’s or Diploma in Hotel Administration/Hotel Management

Tools

Opera PMS

Microsoft Office

Job description

Crowne Plaza Hotels & Resorts – Canberra ACT

A little taste of your day to day

• Every day is different, but you will most be:
• 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.

What we need from you:

• 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)

You'll be rewarded for your hard work with a suite of benefits that supports you and your family's wellbeing, including:

• Hotel-wide F&B and accommodation discounts across IHG's global network
• Structured training and development through IHG Acadamy
• IHG Career Milestone celebrations
• Transfer of entitlements as you move and grow with IHG
• Supportive, diverse team culture where your growth and wellbeing matter
• Access to our discount retail platform that makes your pay go even further

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.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you will become part of our ever-growing global family.

We are proud to be IHG and we know that you will be too #Gofurthertogether.