Reservations Agent

About the Position

Join Crowne Plaza Auckland as a Reservations Agent to ensure guests enjoy a smooth experience from booking to arrival. You will manage reservations for individuals and groups, uphold the Crowne Plaza brand standards, and work to boost revenue while maintaining top guest satisfaction. This role involves coordination across multiple front office functions, including reception and concierge duties as required. The schedule is Tuesday to Saturday to cover weekend inquiries and support the reservations team effectively.

Primary Responsibilities

• Respond promptly and professionally to reservation inquiries through phone, email, and online channels.
• Inform guests about room options, pricing, packages, amenities, and hotel policies.
• Verify all reservation information is complete and accurate before guest arrival.
• Assist guests with pre-arrival questions and special requests.
• Perform duties across front office areas, including reservations, reception, and concierge, during shifts as needed.
• Ensure full recognition and enrollment opportunities for IHG One Rewards members.
• Coordinate closely with Front Office on arrivals, departures, room assignments, VIP guests, and special needs.
• Collaborate with Sales, Revenue Management, Housekeeping, and other departments to relay guest requirements.
• Accurately apply hotel rates, promotions, packages, and booking policies.
• Maintain reservation records using Opera PMS and other relevant systems.

Candidate Profile

• Minimum one year experience in hotel reservations, front office, or similar guest service role is preferred.
• Familiarity with Opera PMS is an advantage.
• Excellent verbal and written communication skills paired with strong interpersonal abilities.
• Keen attention to detail and solid organizational skills.
• Flexible, adaptable approach with strong multitasking capabilities.
• Ability to work independently while also being an effective team player.
• Strong computer skills and administrative efficiency.
• Professional telephone and email communication proficiency.
• A genuine passion for customer service and the hospitality industry.
• Maintain composure and professionalism during high workload periods.

About Crowne Plaza Hotels and Resorts

We cater to modern business travelers who seek a hotel team that supports them completely and delivers True Hospitality daily. We are committed to caring for people and creating an inclusive workplace. Your efforts are rewarded with numerous benefits intended to support your well-being and that of your family.

Benefits

• Paid leave on your birthday.
• Discounted parking in the central business district.
• Enhanced parental leave options.
• Complimentary meals during work shifts.
• Staff recognition programs to celebrate your contributions.
• Access to retail discounts via our company platform.
• Employee Assistance Program (EAP) support.
• Discounts on accommodation and food & beverage at over 6,000 hotels worldwide.

Development and Culture

Your career growth is encouraged through continuous development programs, milestone celebrations, and transferable benefits as you advance within IHG. Our workplace fosters a culture of trust, inclusion, and respect for diverse backgrounds and perspectives. We promote well-being through our myWellbeing framework, supporting your health and work-life balance.

Equal Opportunity

IHG Hotels & Resorts provides equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

Invitation

If you meet most of the qualifications and believe you would thrive in this role, we encourage you to apply and begin your journey with us.