Reservation Agent

Job Description

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Hotel Brand: InterContinental
Location: Oman
Hotel: Muscat (MSCHA), P.O. Box 398, Al Kharjiya Street, Al Shati Area
Job number: 111132

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Duties and Responsibilities
FINANCIAL RETURNS
Prepare and execute action plans which increase reservation sales and associated business.
PEOPLE
Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system. Provides support and assistance to fellow team members/departments, as needed, in order to meet company/team goals.
GUEST EXPERIENCE
Demonstrate service attributes in accordance with industry expectations and company standards including: Being attentive to Guests. Accurately and promptly fulfilling Guests requests. Anticipate Guests needs. Maintain a high level of knowledge which affects the Guest experience. Assist guests with issues and complaints, with empathy and a focus on guest satisfaction.
Use supervisor support when necessary.
Taking appropriate action to resolve guest complaints. Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers.
RESPONSIBLE BUSINESS
Sell the InterContinental Hotels Group 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 sales calls. Record and process reservations made by phone/fax/email. 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 Front Office Manager or Finance Manager 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 reports as requested (e.g. to travel agents, business houses etc). Prepare reservation sales reports. Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety. Comply with the Company’s Corporate Code of Conduct. Familiarise yourself with the company values and model desired behaviours. Comply with Company Grooming Standards. Comply with Time and Attendance Policies. Perform tasks as directed by the Manager in pursuit of the achievement of business goals
ACCOUNTABILITY
This is a middle level Events position in a full service luxury, resort, or major flagship hotel with high volume catering, banquet, and/or convention facilities.
Performance of this role should be measured by the following key metrics:
Key Performance Objectives set annually (as per IHG policy) Process compliance as the indicated compliance in the Standard Operating Procedures Lead Handover Quality Other Events KPIs Repeat sale or upselling revenue Customer feedback/satisfaction
QUALIFICATIONS AND REQUIREMENTS
High school graduate or equivalent.
Previous hotel-related experience desired.
Excellent written and oral communication skills required.
Positive interpersonal skills required.
Must be fluent in verbal and written English.
Excellent computer and typing skills are required. Excel and Word proficiency desired.
Excellent listening and comprehension skills required.
Expected to possess the following skills:
Good communication and negotiation skills Ability to take initiative, meet deadlines and commitments, and complete tasks and projects as required Strong organisational skills required to maintain electronic and paper filing systems Maintain a high level of knowledge pertaining to policy and procedure and communicates knowledge effectively to all personnel when applicable. Demonstrates clear and effective verbal and written skills for the purpose of obtaining and conveying information to clients, technicians, management and team members as well as producing reports* Excellent PC skills (including MS Office)