Reservations Associate

Your day to day job

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

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

• Maintain a high level of product and service knowledge about all ICHG Hotels in your region

• Develop and maintain a regular pattern of sales calls

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

• Record and process reservations made by phone/fax/email

• 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 Front Office Manager or Finance 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

• Prepare reports as requested (eg to travel agents, business houses etc)

• Prepare reservation sales reports

• Works with superior on manpower planning and management needs

• Works with superior in the preparation and management of the Department’s budget

• Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards

• Maintains user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses

• Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel. 

• To attend Telecommunication seminar, product knowledge, presentation, organized by the external bodies 

• Performs related duties and special projects as assigned

What we need from you

• Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

• Problem solving, reasoning, motivating, organizational and training abilities.

• Good writing skills

• Diploma or Vocational Certificate in Hotel Management, Business Administration, or related field. 

• At least 1 year related experience in reservations/front office experience is preferred, or an equivalent combination of education and experience