Expires soon IHG

Reservation Sales Associate - Reservations Agent

  • London, UNITED KINGDOM

Job description



Description

About us

To assist the Reservations Department in all reservation sales and to support all other aspects and activities of the Reservations Team.

You are an ambassador of The Company and it is your role to live and help further establish the values of the InterContinental Brand by reflecting the image of The Company and to perform in accordance with The Company standards

 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.
Your day to day

FINANCIAL RETURNS

·  To respond to all reservations enquiries in a timely and efficient manner in line with the Hotel’s policies and rate structure, according to the standards in place.
·  To secure any outstanding correspondence relating to non-guaranteed arrivals
·  Understands and complies with the Hotel selling strategy.
·  Drives up-selling of the Hotel premium room products, promotion of all Hotel facilities (Food & Beverage, Club InterContinental, Event space, Garage and Spa), and cross-selling of sister properties
·  Ensures the bedrooms are sold from inventory and complies with group and wholesaler allocation ceilings and release periods
·  Fully familiar with the Hotel product, facilities and services, marketing promotions, contracts and agreements.
·  Competent user of the Property Management System, the Central Reservations System and their interface
·  Understands the Property Management system configuration and performs changes as required.

PEOPLE

·  You will maintain positive and effective working relationships within the Reservations department and with all other associates.
·  You will show self-initiative and display ownership for the development of your knowledge and skills to continuously raise the level of service we provide to our guests.
·  Communicates effectively and assists with all requests and queries coming from the Market Area Central Reservations Office (MACRO).

GUEST EXPERIENCE

·  You will always display a positive attitude at work with a willingness to go the extra mile
·  You will consistently perform in a customer focused manner, where our guests receive prompt attention and personal recognition. Takes ownership of every guest request.
·  You will handle Suite reservations in conjunction with the Director of Revenue and the Director of Sales and ensure special handling of top corporate clients, VIP’s, return guests, Owning Company members, Ambassadors and Priority Club members
·  You will allocate specific rooms and Suites according to the guest profile, guest preferences and previous Guest History remarks.
·  You will continuously strive to achieve maximum reservation accuracy that will ensure the perfect guest experience and accurate tracking of our business
·  You will input rooming lists in the Property Management System (Opera) and ensures all updates are accurately made with guest details, billing details, VIP levels and special requests
·  You will be fully familiar and up to date with all guest recognition programs
·  To ensure that all company, agent and guest profiles in the PMS are updated and accurate.
·  To comply with all Company policies and procedures and to respect the confidentiality of all guests

RESPONSIBLE BUSINESS

·  To actively support the Reservations Team’s Wheel objectives, to ensure that targets are met and support is given in order to achieve these
·  You will play an active role in any team related activities in support of our adopted charities as a Hotel or department
What we need from you

ACCOUNTABILITY

You will be responsible for the completion of daily task assigned to you with the assistance of the Reservations Supervisor and Reservations Manager.

QUALIFICATIONS AND REQUIREMENTS

Essential

·  Previous Reservations / Front Office Experience
·  Four or Five Star Hotel Experience (not necessarily in reservations)

Desirable         

·  Strong administrator and communicator.
·  Highly organised and efficient.
·  Excellent interpersonal skills and outgoing disposition.
·  Proactive and attentive to detail.
·  Ability to work on their own and take responsibility for their actions.
·  Able to work well within a small team and meet deadlines under pressure.
·  Quick to grasp concepts and able to adapt to changing situations.
What we offer

Competitive salary, hotel benefits, group benefits ... 

Make every future a success.
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