Reservations Agent

Hotel Brand: Crowne Plaza Hotels & Resorts

Location: Australia, Australian Capital Territory, Canberra

Ready to join an iconic brand? Crowne Plaza Canberra is looking for an exceptional Full-time Reservations Agent to join our great team. As a Reservations Agent, you will be responsible for maintaining accurate and concise records of all reservations, assisting in the day-to-day operations of Reservations Department with inquiries and bookings, liaising with key departments, establishing strong relationships with our clients, and displaying exceptional phone and customer service skill under the general guidance of the Reservations Manager.

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.

• 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).

• 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.

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.