Reservations Agent (Full-time) | Crowne Plaza Geelong

InterContinental Hotels Group; Geelong; On-site; AUD 45,000 - 60,000; Full time

Job summary

C Crowne Plaza Geelong, part of InterContinental Hotels Group, is seeking a Reservations Agent to be at the heart of the guest journey, handling inquiries and driving optimal reservations.

You will maintain product knowledge, manage bookings, and upsell to maximise revenue while delivering exceptional service to guests and bookers.

Qualifications

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

Responsibilities

• Maintain knowledge of hotel facilities, services, room types, local attractions, promotions, rates, and the IHG One Rewards program.
• Provide guests with information and recommendations to enhance their stay, including hotel facilities, dining options, loyalty benefits, and local attractions.
• 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

Communication skills

Attention to detail

Problem solving

Time management

Stakeholder management

Tech-savvy

Tools

Opera Cloud

Job description

At Crowne Plaza, we believe memorable stays start with exceptional experiences. Located on Geelong's vibrant waterfront and within the Nyaal Banyul Geelong Convention and Exhibition Centre precinct, Crowne Plaza Geelong offers contemporary accommodation, elevated dining, and versatile event spaces for meetings, conferences, weddings, and social celebrations.

Featuring 200 stylish guest rooms, Sociali Trattoria Italian restaurant, a spectacular Skyline Bar with sweeping views across Corio Bay, premium leisure facilities, and state-of-the-art conference spaces, Crowne Plaza Geelong is designed to deliver an outstanding experience for both business and leisure travellers.

As a Reservations Agent, you will be at the heart of the guest journey, creating exceptional first impressions and helping shape unforgettable stays from the very first enquiry.

Your day-to-day

• Maintain a strong knowledge of the hotel's facilities, services, room types, local attractions, promotions, rates, and the IHG One Rewards program.
• Provide guests with information and recommendations to enhance their stay, including hotel facilities, dining options, loyalty benefits, and local attractions.
• 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.

What we need from you

• Previous reservations or customer service experience, ideally within a hotel environment.
• Proficiency in Opera Cloud or similar Reservations Systems - integrated Point of Sale 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. Assist with other duties as required.
• Confident using computer systems and learning new platforms; tech-savvy.
• Availability to work across Monday to Saturday and Public Holidays
• Full Australian working rights.

What you can expect from us:

At IHG, we give our people everything they need to succeed, from competitive pay and global hotel discounts to world-class training and career growth opportunities.

We’re committed to creating a culture where everyone feels welcome, valued, and respected. IHG Hotels & Resorts is an equal opportunity employer that celebrates diversity and encourages you to bring your whole self to work.

As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good - making every guest and colleague feel cared for, recognised, and respected wherever they are.