Group Reservations Agent

2 weeks ago


Adelaide, Australia Crowne Plaza Hotels & Resorts Full time

Your day-to-day 

  • Assist guests with reservation enquiries from all channels, while identifying opportunities to upsell and maximise revenue 
  • Ensure efficiency and accuracy in all personalised guest interactions, specifically acknowledging IHG One Rewards members and returning guests 
  • Meet targets for converting sales 
  • Be responsible for providing prompt, courteous and efficient handling of all requests for guest reservations, changes and cancellations 
  • Strictly adhere to IHG policy concerning the Trade Practices Act, Gifts and Bribery and Data Privacy. Maintain all procedures and adhere to them within the IHG guidelines; with emphasis on hotel credit policy 
  • Be an expert in knowing the nuances of the Modern Business Traveller - their needs for business and leisure 
  • Work collaboratively and creatively with our Sales & Marketing, Front Office, Guest Services, Housekeeping and Food & Beverage teams to ensure a seamless arrival experience and to maximise opportunities for a positive guest experience 
  • Manage a range of guests and clientele such as corporate, groups, travel agents and leisure 
  • Make their stay memorable 

What we need from you 

  • Minimum 6-12 months Front Office/Reservations/Customer Service experience 
  • Qualifications in Hotel Management and/or Hospitality related field preferred 
  • Proficiency in Opera Property Management System and integrated Point of Sale and channel management systems is highly regarded 
  • Excellent written and verbal communication skills, and conflict resolution. Fluency in English, while bilingual or multilingual would also be advantageous 
  • Excellent attention to detail 
  • Excellent stakeholder management, ability to collaborate effectively with departments on groups and projects 
  • Strong organisational skills and ability to prioritise workflow and workload individually and across the team. Assist with other duties as required 
  • Flexibility to work a 7 day rotating roster – during the week, weekend and public holiday shifts are all part of the job 


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