We’re searching for a Reservations Agent to record and process all reservation inquiries made through direct, phone, fax or email. This job is the back-end reservation sales which is responsible to convert all enquiries to revenue and also requires active coordination with different departments to meet the guests’ needs with accuracy and contribute to achieving revenue targets. 

  A little taste of your day-to-day:

  Every day is different, but you’ll mostly be:

• 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 by adhering to Signature Mystery Shopping standards.
• Execute up selling techniques which increase reservation sales and conversion of business.
• Record and process reservations made by phone/fax/email with accurate VIP status and billing information.
• 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 Finance department 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 pickup reports on daily basis (IBP reports, PMS reservation reports etc) and send them to the concerned departments.

  What We need from you:

• Minimum 1 -2 years experience in a similar role with a 5* hotel 
• Effective verbal and written communication skills
• Good attention to details with the right attitude and passion to maintain excellent working relationships with the clients.
• Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries. 

What you can expect from us: 

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business. 

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. 

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through my Wellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  

So, join us and you’ll become part of our ever-growing global family.