Reservations Agent | InterContinental Cascais-Estoril

As a Reservations Agent, you will be a crucial ambassador for the InterContinental Cascais-Estoril, ensuring a seamless and positive booking journey for our guests. You will embody IHG's core values by:

• Being Guest-Centric: Proactively understanding guest needs and preferences to provide tailored reservation solutions.
• Driving Results: Efficiently processing reservations, maximizing revenue opportunities through upselling, and achieving team targets.
• Working Responsibly: Maintaining accuracy in all reservation details and adhering to IHG's operational standards and procedures.
• Doing the Right Thing: Demonstrating integrity and professionalism in all interactions with guests and colleagues.
• Celebrating Difference: Contributing to an inclusive and collaborative team environment, embracing diverse perspectives.

Key Responsibilities:

• Manage and respond to all reservation inquiries (phone, email, online channels) in a prompt, professional, and courteous manner, adhering to IHG brand standards.
• Provide detailed information about room categories, availability, hotel services, and local attractions, showcasing the unique offerings of the InterContinental Cascais-Estoril.
• Accurately process individual and group reservations, modifications, and cancellations within the hotel's Property Management System (PMS), ideally Opera, ensuring data integrity.
• Identify and leverage opportunities to upsell rooms, packages, and hotel amenities to enhance the guest experience and maximize revenue.
• Maintain a thorough understanding of current promotions, seasonal offers, and special events.
• Collaborate effectively with Front Office, Sales & Marketing, and other hotel departments to ensure seamless communication and guest satisfaction.
• Maintain accurate guest profiles and reservation records, adhering to IHG's data privacy guidelines.
• Handle guest feedback and concerns related to reservations with professionalism and efficiency, escalating issues as necessary.
• Adhere to all IHG and hotel policies and procedures.

What We're Looking For:

• A demonstrable passion for the hospitality industry and a commitment to delivering exceptional guest service, aligning with IHG's service philosophy.
• Excellent verbal and written communication skills in both English and Portuguese. Proficiency in additional languages is advantageous.
• Strong attention to detail and a proven ability to work with accuracy, reflecting IHG's commitment to quality.
• Previous experience in a reservations role within a luxury hotel environment, preferably within the IHG family or a similar international brand.
• Familiarity with hotel Property Management Systems (PMS), particularly Opera, and online reservation platforms.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks effectively.
• A proactive and positive attitude with excellent problem-solving skills.
• Professional presentation and demeanor, reflecting the standards of the InterContinental brand.
• A team player with strong interpersonal skills and the ability to build positive working relationships.
• Knowledge of the Cascais-Estoril region and its attractions is a plus.