What’s the job?
The Reservation Agent /Executive is responsible for fulfilling reservation requests based on room availability and guest’s preferences, handling correspondence, sending confirmation emails, verifying guest’s information, collecting payments, promoting hotel facilities, and answering to customer inquiries.
Your day-to-day:
FINANCIAL RETURNS
· Promote the Holiday Inn Express products and services using and suggestive selling techniques Holiday Inn Express
· Prepare and execute action plans which increase reservation sales and associated business
· Record special billing arrangements for groups and conventions
· Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval
PEOPLE
· Liaise with Director of Sales, Front Office Manager or Finance Manager for all reservations requiring credit approval
· Attendance for meetings and training sessions as required
GUEST EXPERIENCE
· Promote the Hotel’s (and IHG generally) products and services
· 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
· Accept wait list reservations
· Record and process reservations made by phone/fax/email
· Maintain knowledge of special rates/ offers/ promotions
RESPONSIBLE BUSINESS
· Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&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
ACCOUNTABILITY
· Ensure all reservation confirmation are sent within 24 hours from the day email is received
· Process amendments to reservations such as extensions, early departures, etc
· Manage “no show” reservations by investigation and recording of same
· Monitor reservation levels and inform hotel team of current and future occupancy rates
· Prepare reservation sales reports
· Ensure inventory is balanced minimum 3 times a day
· Handle all queries and communication through the Reservation and Info emails
· Reply to all guest reviews on social media sites such as Online travel agent platforms and TripAdvisor
· Ensure all bookings flows through and interfaced with hotel systems
