Reservations Specialist — Create Memorable Stays

Crowne Plaza Hotels & Resorts; Geelong; Sur place; AUD 55 000 - 75 000; Plein temps

Résumé du poste

Crowne Plaza Geelong invites you to join as Reservations Agent, guiding guests from first enquiry to stay. You will master our facilities, rates, and local attractions, while processing bookings via phone, email, and internal channels.

You'll proactively upsell, monitor occupancy, and build strong relationships with guests, travel bookers, and hotel teams to deliver exceptional service at a waterfront Geelong property.

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.
• Assist with other duties as required.
• Availability to work Full-time across Monday to Saturday and Public Holidays
• Full Australian working rights.

Responsabilités

• 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.

Connaissances

Reservations experience

Customer service

Communication skills

Stakeholder management

Organisational skills

Opera Cloud

Outils

Opera Cloud

Description du poste

Crowne Plaza Geelong invites you to join as Reservations Agent, guiding guests from first enquiry to stay. You will master our facilities, rates, and local attractions, while processing bookings via phone, email, and internal channels.

You'll proactively upsell, monitor occupancy, and build strong relationships with guests, travel bookers, and hotel teams to deliver exceptional service at a waterfront Geelong property.