JOB OVERVIEW
To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and convert to sales where possible to meet hotel targets.
At Holiday Inn® we want our guests to relax and be themselves which means we need team members to:
- Be you – by being natural, professional and personable in the way you are with people
- Get ready – by taking notice and using your knowledge so that you are prepared for anything
- Show you care – by being thoughtful in the way you welcome and connect with guests
- Take action – by showing initiative, taking ownership and going the extra mile
DUTIES AND RESPONSIBILITIES
FINANCIAL RETURNS:
- Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
- Promote the Hotel’s (and IHG generally) products and services
- Prepare and execute action plans which increase reservation sales and associated business
- Record special billing arrangements for groups and conventions
PEOPLE:
- Work along with direct manager to participate in periodic trainings and keep upto date with the latest developments
- Ensure that IHG Code of conduct is followed at all times
GUEST EXPERIENCE:
- Maintain a high level of product and service knowledge about all IHG Hotels in your region
- Develop and maintain a regular pattern of sales calls
- Record and process reservations made by phone/fax/email
- Accept wait list reservations
- Process amendments to reservations such as extensions, early departures, etc.
- Maintain knowledge of special rates/ offers/ promotions
RESPONSIBLE BUSINESS:
- Manage “no show” reservations by investigation and recording of same
- Monitor reservation levels and inform Managers of current and future occupancy rates
- Prepare reports as requested
- Demonstrate Awareness of H&S policies and procedures and ensure all procedures are conducted safely and within H&S guidelines
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers
- Log security incidents and accidents in accordance with hotel requirements
- Performs all other duties as assigned
ACCOUNTABILITY
This position records and processes all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets. This is done under the general guidance of the Reservation Manager, or his /her delegates, within the limits of established InterContinental Hotels Group and local hotel policies and procedures. You will help to create a desired work culture around our Winning Ways of the InterContinental Hotels Group and embrace the IHG Commitment. Daily shared tasks include Arrival report check, reservations made yesterday, cashiering, email replies, and other side duties (subject to direction from the Reservation Manager).
QUALIFICATIONS AND REQUIREMENTS
High School or vocational Certificate in Hotel Management, Business Administration, or related field, with 1 year’s related experience or one year reservations/front office experience including supervisory experience, or an equivalent combination of education and experience.
Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Possesses problem solving and organizational and training abilities. Proficient in the use of computer.