WHAT’S THE JOB?
To record and process both Rooms and F&B reservation inquiries made by phone, email or fax efficiently and accurately convert the sales where possible to achieve hotel targets with the highest level of service delivered.
This position is pivotal in ensuring guest enquiries and reservation information are promptly confirmed and replied to provide current, accurate information on both the internal reservation situation and the external climate with which the hotel operates.
Promote the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand.
YOUR DAY TO DAY
- Promote the Hotel’s Rooms products and services with high level of product and service knowledge
- Engage in suggestive up-selling products and services offered by the Hotel to maximize revenue opportunities
- Record and process Rooms reservations communications from guests, travel agents and other platforms with booking information input accurately
- Quoting and recommending suitable package for potential guest
- Agility to handled services and request effectively and efficiently
- Manage “no show” reservations by investigation and recording of same
- Created, update and maintain Groups booking and billing information
- Maintain knowledge of Rooms and F&B special rates/ offers/ promotions
- Monitor reservation levels and inform Managers of current and future occupancy rates
- Prepare reports as requested (e.g. to travel agents, business houses etc)’ to track future rooms availability, revenue and occupancy
- Working collaboratively with Front Office and F&B Team for compliance and quality assurance expectations
- Support other responsibilities that maybe assign from time to time
WHAT WE NEED FROM YOU
- No experience is required.
- Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Prior knowledge and understanding of reservations systems – Opera 5 Property Management system and Weeloy Table Management
- Highly detail oriented individuals with exceptional organizational skills and able to handle multi priorities under pressure
- Good writing skills
- Able to interact with mandarin speaking guest
