Job Detail

JOB OVERVIEW
To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets. Answer incoming phone calls primarily from external callers in a timely and professional manner that reflects highly on the hotel and brand.

Under the general direction of the Reservations Manager or his / her delegate and within the limits of established InterContinental Hotels Group brand and local policies and procedures, responsible for all activities relevant to the Reservations of all Hotel guests, and assisting them with inquiries. Following and working according to the policy and procedure of the InterContinental Hotels Group and the brand ethos.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership
of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
DUTIES AND RESPONSIBILITIES
• Sell the Hotels Group products and services using up-selling and suggestive selling techniques
• Promote the Hotel’s products and services
• Maintain a high level of product and service knowledge about all Hotels in your region
• Develop and maintain a regular pattern of sales calls
• Prepare and execute action plans which increase reservation sales and associated business
• Record and process reservations made by phone/fax/email
• Accept wait list reservations
• Process amendments to reservations such as extensions, early departures, etc.
• Manage “no show” reservations by investigation and recording of same
• Record special billing arrangements for groups and conventions
• Liaise with Reservations Manager or Finance Manager for all reservations requiring credit approval
• Maintain knowledge of special rates/ offers/ promotions
• Monitor reservation levels and inform Managers of current and future occupancy rates
• Prepare reports as requested (to travel agents, business houses etc)
• Prepare reservation sales reports, daily Report
• Ensure daily routines are completely done on a daily basis
RESPONSIBLE BUSINESS
• Perform other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS
Required Skills –
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Proficient in the use of Microsoft Office, PMS and Reservation System.
• Problem solving and organizational abilities.

Qualifications –
• Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

Experience –
• 1 years’ experience in reservation / front office / guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.