job overview
Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, and cancellations in accordance with established standards and/or scripts. Respond to and provide information on hotel services, local attractions, travel directions, etc.
At IHG Hotels ® 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
Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods. PEOPLE
Promote team work and quality service through daily communications and coordination with other departments. Notify sales of any group bookings. GUEST EXPERIENCE
Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested. Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. RESPONSIBLE BUSINESS
Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system. Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel's reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers. Designate and apply appropriate travel agency commissions. Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting. Complete daily logs according to established procedures. May assist with other duties as assigned such running daily reports, e.g. the cancellation, booking, or arrival reports. QUALIFICATIONS AND REQUIREMENTS
Basic reading, writing, and math skills and six months experience as a reservationist or front desk agent. High school or equivalent preferred. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
Speak and listening usually while sitting Use a keyboard to type in reservation information Other:
Communication skills are utilized a significant amount of time when interacting with guests, clients and employees. Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports. Basic mathematical abilities are used some of the time. May be required to work nights, weekends, and/or holidays. The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. IND
