Reservation Agent

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.

KEY RESPONSIBILITIES

* Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques

* Promote the Hotel’s (and IHG generally) products and services

* Maintain a high level of product and service knowledge about all IHG Hotels in your region

* Develop and maintain a regular pattern of calls

* Prepare and execute action plans which increase reservation sales and associated business

* Record and process reservations made by phone/fax/email/others

* 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 Revenue 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

* Maintain & prepare reports as required.

* Follow Departmental protocol. SOP’s & checklists. Propose ideas wherever improvements can be done.

* Perform other duties and assignments as directed by the immediate Superior / Head of Department from time to time.

* Ensure timely & accurate pre arrival communication with the guest wherever required.