What’s the job?

As a Reservation Agent, you are responsible for handling incoming calls and inquire to the reservation department in a professional, efficient, and friendly manner. Promote the desired work culture by living the 5 winning ways value – Do the Right thing, Show we care, Aim Higher, Celebrate Difference, Work better together.

Your day-to-day

• Answer the phone within 3 rings utilising the company-approved standard of greeting, followed by the reservations script in handling the Guest inquiry for Hotel room reservation or other inquiry about the facilities of the Hotel; handle other reservation inquiries via fax, email and other channels as directed according to standard operating procedures.
• Process the reservations from sales team or individual calls or group companies and travel agents by entering the information accurately in the property management system; follow up with reservation confirmations, modifications, cancellations and make the changes in the system as applicable; make sure information is entered according to standard operating procedures and standards.
• Responsible for keeping accurate paper transactions, and recording of any specific requirement in terms of reservation requests, amenities; special request; advance deposit; complete daily call conversion sheets of their individual shift; compile reports as directed by the Manager or Supervisor of the department.
• Have full knowledge of Hotel facilities, and promotions; take initiative to always keep up to date with any changes within in the Hotel that might affect reservation bookings.
• Creates and maintains reservation records by date of arrival, departure, amendments, cancellations.
• Understand the hotel policy on guaranteed reservations and no shows
• Ensure that InterContinental Hotels Group policies and procedures governing the Reservations department are adhered to.
• To adhere to guidelines for presentation, grooming and punctuality as per the policies and procedures.
• Conduct/assist and participate in training, meetings and briefings as required by the Reservations Manager/ Director of Revenue.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

What We Offer: We’ll reward all your hard work with a competitive salary and benefits.