Job Description

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job overview

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, and cancellations in accordance with established standards and/or scripts. Respond to and provide information on hotel services, local attractions, travel directions, etc.

At IHG Hotels® we want our guests to relax and be themselves which means we need team members to:

• Be you - by being natural, professional and personable in the way you are with people
• Get ready - by taking notice and using your knowledge so that you are prepared for anything
• Show you care - by being thoughtful in the way you welcome and connect with guests
• Take action - by showing initiative, taking ownership and going the extra mile

Duties and Responsibilities

FINANCIAL RETURNS

• Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.

PEOPLE

• Promote team work and quality service through daily communications and coordination with other departments. Notify sales of any group bookings.

GUEST EXPERIENCE

• Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

RESPONSIBLE BUSINESS

• Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system.
• Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel's reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers. Designate and apply appropriate travel agency commissions.
• Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting. Complete daily logs according to established procedures.
• May assist with other duties as assigned such running daily reports, e.g. the cancellation, booking, or arrival reports.

QUALIFICATIONS AND REQUIREMENTS

Basic reading, writing, and math skills and six months experience as a reservationist or front desk agent. High school or equivalent preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Speak and listening usually while sitting
• Use a keyboard to type in reservation information

Other:

• Communication skills are utilized a significant amount of time when interacting with guests, clients and employees.
• Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports.
• Basic mathematical abilities are used some of the time.
• May be required to work nights, weekends, and/or holidays.

The statements in this are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. IND

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey? As the world's first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental® brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you'd like to embrace a world of opportunities, we'd like to welcome you to the world's most international luxury hotel brand. Let's Go Further Together.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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