Description As Reservations Agent, you’ll be responsible for all reservations activities such as recording and processing all reservation inquiries made by phone, fax or email and converting to sales where possible to meet hotel targets. You’ll work closely with other Hotel departments such as Front Office and Business Support to ensure a positive delivery of guest experience. You day to day •Promote and sell the products and services of the Hotel and IHG, using up-selling and suggestive selling techniques to maximise hotel revenue Maintain a high level of product and service knowledge about all IHG hotels in your region Develop rapport with regular guests, clients and booking agents Promote teamwork and quality service through daily communication and coordination with other departments Know your departmental standards, policies, procedures and understanding of special rates/offers/promotions. Manage day to day inventory to ensure that hotel is selling the correct room types to maximise rate and occupancy Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions and information on changes Focus on maintaining a high level of Reservations Accuracy through collaboration with the Reservations Supervisor and Front Office team (with assistance of policies & procedures) Ensure bookings are managed accurately to provide high data integrity when it comes to reporting on production, allotment materialization and value add success Manage the group room blocks through proper management on the group cut-off date and inventory balance for hotel revenue optimisation Key in group rooming list and acknowledge group stay preferences and requirements and group billing arrangement Utlise Delphi.fdc system to generate group resume for Leisure/Tour groups, attend the weekly Group Resume meeting to ensure group requirements are in line with hotel goals and all relevant parties are aware of all group requirements Maintain and adhere to all Reservations procedures within IHG guidelines with particular emphasis on hotel credit policy Ensure adherence to IHG Corporate Responsibility Practices, Trade Practices Act, Gifts & Bribery and Data Privacy Demonstrate an awareness of WH&S policies and procedures. Actively report workplace hazards, injuries and accidents arising from workplace activities Ad-hoc duties – unexpected moments when we have to pull together to get a task done! What we need from you Minimum 6-12 months Front Office/Reservations/Customer Service experience. Hotel/hospitality experience advantageous but not essential Energy and passion – a high level of energy to keep you upbeat in a face paced environment Excellent stakeholder management, ability to collaborate effectively with departments on groups and projects Excellent written and verbal communication skills and attention to detail Opera/Technical skills - proficiency with Opera or another PMS System is preferable but not essential Strong organisational skills and ability to prioritise workflow and workload individually and across the team What We offer We’ll reward all your hard work with a great salary and benefits – including a uniform, great room discount and superb training. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us .
