Reservation Agent InterContinental

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 InterContinental Hotels & Resorts we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

Be charming by being approachable, having confidence and showing respect.

Stay in the moment by understanding and anticipating guests needs, being attentive and taking ownership of getting things done.

Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

DUTIES AND RESPONSIBILITIES

Our People

• May assist with other duties as assigned such running daily reports, e.g. the cancellation, booking, or arrival reports.

Financial Returns

• 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.
• 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.
• Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system.
• Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting. Complete daily logs according to established procedures.
• Promote team work and quality service through daily communications and coordination with other departments. Notify sales of any group bookings.
• May assist with other duties as assigned such running daily reports, e.g. the cancellation, booking, or arrival reports.

Responsible Business

• Participate in all community relations activities

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