Reservations Agent InterContinental

There's never been a more exciting time to join IHG. With 18 brands and over 6,061 hotels across 100 countries, we are experiencing phenomenal growth and are well on our way to redefining the industry. Our people lie at the heart of our business and we are looking for talented people like you to be part of a dynamic and exciting company that values your passion and enthusiasm and encourages you to grow along with us.

At InterContinental Hotels Group (IHG), we are interested in YOU. We want people who apply the same amount of passion to their jobs as they do their hobbies - people who will help our core purpose to create "Great Hotels Guests Love" .

You Day-To-Day

• Processes reservations by mail, e-mail, telephone and fax.
• Processes reservations from Central Reservations Office, Regional Offices, Inter-Inn reservations and travel agents reservations.
• Processes cancellations, revisions, and information updated of changes, responsible for correct completion of records and reports.
• Receives and posts advance daily and dispatches guest receipts regularly.
• Reconfirms bookings, ensures that correct guest names are received, and checks arrival times, rates and all other information on the bookings.
• Organise traces for follow up.
• Ensure client files are kept organised and current with all required information.
• Monitor and handle inquiry calls on a timely basis.
• Ensure that all incoming calls are answered within 3 rings with proper greetings and telephone etiquette.
• Actively solicit and book business following hotel standards.
• Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.
• Keep up to date product knowledge of the hotel and competitors.
• Maintain historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations estimates.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.
• Ensures that customer relations are kept at a high standard and that any complains are dealt with in a satisfactory manner, reported to the, Reservations Manager, Duty Front Office Manager and the Director of Revenue Management.
• Communicate fluctuations in room occupancy to operations so that appropriate staffing adjustments and efficiencies are maintained.

What do we need from you?

College degree or equivalent and two years Reservations/ Front Office experience including management experience, or an equivalent combination of education and experience. Must speak fluent English, other languages preferred.