Reservations Agent

What is the job?

As a Reservation Agent, you will handle group and individual reservation inquiries via email, phone, and WhatsApp, ensuring adherence to the stringent Reservations Standards set by management. Your focus will be on enhancing guest engagement while maximizing overall hotel revenue.

Daily tasks and responsibilities

• Handle group and individual reservations inquiries via email, phone, and WhatsApp, ensuring compliance with IHG standards to enhance guest engagement and maximize hotel revenue.
• Upsell rooms and additional services to optimize profitability.
• Proficient in IHG distribution systems, rate architecture, and revenue practices.
• Collaborate with other departments to ensure seamless operations.
• Assist in creating reports or participating in projects as directed by management.

What we need from you

• All colleagues must be flexible and carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• All colleagues must assess situations and react accordingly through analysis and perspective.
• All colleagues should be available in front of the guests and colleagues – in accordance with their position – and serve as an example for other employees.
• All colleagues are required to comply with every reasonable request from their hierarchical supervisor(s) within a reasonable time frame under normal circumstances.

General Tasks & Miscellaneous

• All colleagues must assess situations and react accordingly through analysis and perspective.
• All colleagues must be flexible and able to carry out any other reasonable duties and responsibilities within the scope of their job, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• All colleagues should be visible and available to both guests and colleagues, in accordance with their position, and serve as an example for others.
• All colleagues are required to comply with any reasonable request from their supervisor(s) within a reasonable timeframe, under normal circumstances.

Human Resources & Training

• It is the colleague’s responsibility to report any case of harassment and discrimination as soon as it happens, either to their direct leader or to the Talent & Culture. It is the leader’s responsibility to treat complaints of harassment and discrimination promptly and confidentially.
• It is everyone’s responsibility to treat customers and Colleagues from all cultural groups with respect and sensitivity.
• All Colleagues must attend trainings and meetings as and when required.

Confidentiality

• All Colleagues must ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic.
• All Colleagues must ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

Job qualifications

• Minimum 1 Years as a Reservations Agent
• Knowledge of IHG Distribution and Reservation systems is preferable