Reservations Agent | Crowne Plaza Auckland

InterContinental Hotels Group; Auckland; On-site; NZD 45,000 - 65,000; Full time

Benefits offered by this job

Paid birthday leave

Discounted parking

Enhanced parental leave

Free meals during shifts

Staff recognition program

EAP

Accommodation and F&B perks

Job summary

Crowne Plaza Auckland is seeking a Reservations Agent to manage FIT and group bookings, delivering exceptional service in line with Crowne Plaza standards and maximising revenue opportunities. The role involves coordinating across front office, reception and concierge as required, with coverage Tuesday to Saturday to support weekend enquiries.

You will handle enquiries, provide information on room types, rates and packages, ensure details are accurate before arrival, and liaise with Sales,

Qualifications

• 1 year experience in hotel reservations or front office
• Opera PMS experience preferred
• Strong communication and interpersonal skills
• Attention to detail and organisational skills
• Flexible and adaptable to multitask
• Able to work independently and in a team
• Strong computer and administrative skills
• Professional telephone and email communication
• Customer service mindset in hospitality
• Calm and professional during busy periods

Responsibilities

• Handle reservation enquiries by phone, email and online
• Provide guests with room types, rates, packages and facilities
• Ensure reservations are complete and accurate prior to arrival
• Assist with pre-arrival enquiries and special requests
• Work across front office including reservations, reception and concierge when required
• Maintain 100% IHG One Rewards enrolment and recognition
• Coordinate with Front Office regarding arrivals, departures, VIPs and requests
• Liaise with Sales, Revenue, Housekeeping and other departments
• Apply rate structures, packages and booking policies correctly
• Maintain reservation information in Opera PMS and other systems

Tools

Opera PMS

Job description

About the role

As a Reservations Agent at Crowne Plaza Auckland, you will play a key role in creating seamless guest experiences from the moment a booking enquiry is received through to arrival. Responsible for managing both FIT and group reservations, you will deliver exceptional service in line with Crowne Plaza brand standards while maximising revenue opportunities and guest satisfaction. This role works across all Front Office areas, including Reception and Concierge when required, supporting the wider guest journey. Operating Tuesday to Saturday, the position provides dedicated coverage for weekend enquiries and aligns with the operational needs of our Reservations team.

Key responsibilities

• Handle telephone, email and online reservation enquiries in a professional and timely manner
• Provide guests with information regarding room types, rates, packages, inclusions, hotel facilities and policies
• Ensure all reservation details are complete and accurate prior to guest arrival
• Assist with pre-arrival enquiries and special requests
• Work as directed in all areas of front office including reservations, reception, concierge during your shift if required
• Maintain a 100% IHG One Rewards membership recognition and enrolment opportunities
• Work closely with Front Office regarding arrivals, departures, room allocations, VIPs and special requests
• Liaise with Sales, Revenue, Housekeeping and other departments to ensure guest requirements are communicated effectively
• Apply the hotel's rate structure, packages, promotions, and booking policies correctly
• Maintain accurate reservation information in Opera PMS and other relevant systems

About you

• Previous experience (1 year related) in Hotel Reservations, Front Office, or a similar guest service role preferred
• Experience with Opera PMS is preferred.
• Strong communication and interpersonal skills
• Excellent attention to detail and organisational skills
• A flexible and adaptable approach to work with the ability to multitask
• Ability to work independently as well as part of a team.
• Strong computer and administrative skills
• Professional telephone and email communication skills
• Strong customer service mindset and a genuine interest in hospitality
• Ability to remain calm and professional during busy periods

About us

At Crowne Plaza Hotels and Resorts, we embrace the new world of business and understand that modern business travellers want a hotel (and a hotel team) that understands and supports them, helping at every turn. We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every colleague in all hotels.

You’ll be rewarded for your hard work with a suite of benefits that support you and your family’s well-being, including;

• Paid birthday leave;
• Discounted Car parking in the CBD
• Enhanced parental leave;
• Free meals provided during your working hours
• An active staff recognition programme
• Access to many retail benefits through our company portal
• Access to EAP
• Accommodation and Food & Beverage Perks across 6000+ hotels internationally

Your career journey will be supported through our lifelong development program, IHG career milestone celebrations, and transfer of entitlements as you move and grow with IHG. In addition to the always-popular hotel perks like accommodation and food & beverage discounts, our discount retail platform makes your pay go even further.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences 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, gro,w 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 my Wellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

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