Reservations Specialist — Guest Experience & Revenue

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

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,