Reservations Sales Agent

Industry:
Hotels Clubs and Spas
Department:
Front Office/Rooms Division
Level:
Staff- Line level
Location:
United Arab Emirates (UAE)
Salary Description:
Competitive
Posted:
08-Dec-16
Recruiter:
Intercontinental Hotels Group (IHG)
Job Ref:
FUJ000048

At InterContinental Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries. By bringing your expertise and passion to any one of our brands, you will help us achieve our vision : to be the most preferred, admired and successful hotel company the world over.

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.
JOB OVERVIEW

To record and process all reservation inquiries made direct, phone, fax or email. Work on details efficiently and accurately. Promote the desired work culture around the five winning ways- Aim Higher, Work Better Together, Celebrate the Difference, Do the Right Thing & Show we care and achieve Great Hotels Guest Love

FINANCIAL RETURNS


• Sell the hotel products and services using up-selling and suggestive selling techniques
• 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 calls by adhering to Signature Mystery Shopping standards
• Execute up selling techniques which increase reservation sales and conversion of business
• Record and process reservations made by phone/fax/email with accurate VIP status and billing information
• 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 Finance department 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 pickup reports on daily basis ( IBP reports, PMS reservation reports etc) and send them to the concerned departments
PEOPLE


• Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook
• Comply with Company Grooming Standards
• Comply with Time and Attendance Policies
• Actively participate in training and development programs and maximize opportunities for self development

GUEST EXPERIENCE


• Ensure that reservation telephones are attended at all times during scheduled hours and the team is complying with the set standards of salutations and telephone etiquette
• Ensure that quality of reservation is maintained in terms of guest details, outlet bookings etc
• Ensure that the minimum response time is maintained for all reservation requests. Instant update on detailed information in PMS and reservation system to maintain Guest Satisfaction
• Demonstrate service attributes in accordance with industry expectations and company standards including:
• Being attentive to guests
• Accurately and promptly fulfilling guest requests
• Understand and anticipate guest needs
• Maintain a high level of knowledge which will enhance the guest experience
• Demonstrate a service attitude that exceeds expectations
• Take appropriate action to resolve guest complaints.
• Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
• Be able to promote the hotel (and InterContinental Hotels Group generally) products and services.

RESPONSIBLE BUSINESS


• Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same
• Familiarize yourself with emergency and evacuation procedures
• Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes
• Comply with the Company's Corporate Code of Conduct at all times
• Familiarize yourself with the company vision and values which link into our model of desired behaviors that we expect all employees to display.

ACCOUNTABILITY

This job is the back end reservation sales which is responsible to convert all enquiries to revenue. The job requires active c o ordination with different departments to meet the guests' needs with accuracy and contribute to achieving revenue targets.<br><br> Effective verbal and written communication skills. Good attention to details with the right attitude and passion to maintain excellent working relationships with the clients. Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.

Contact Details:
Intercontinental Hotels Group (IHG)
Tel: .
Contact: HR Department

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