Reservations Associate
IHGYour 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