Job Description

Job Title Reservation Agent InterContinental

Description

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

The InterContinental Fujairah Resort is situated on the shoreline of the exquisite Al Aqah Beach, beneath the spectacular backdrop of the Hajjar Mountains. An exceptional destination where Arabian hospitality meets luxury. With 190 rooms, indoor & outdoor event space, restaurants & a bar. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star resort presence.

What's your passion? Whether you're into knitting, kite flying, or karaoke, at IHG we're interested in YOU! We love people who apply the same amount of care and passion to their jobs as they do their hobbies - people who help us create great brands guests love. And we're looking for more people like this to join our dynamic & committed team at the InterContinental Fujairah Resort.

This job is the back-end reservation sales which is responsible to convert all enquiries to revenue. The job requires active coordination with different departments to meet the guests' needs with accuracy and contribute to achieving revenue targets.

You will be responsible to perform the following duties and responsibilities to the highest standard:

• 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

• 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

• 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

• 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

• 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.

• 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

• 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.

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. Arabic speaker is desirable.

You have applied correctly

A message has been sent to the employer, you are going to receive the reply soon. Good luck!

You have applied correctly

The request has been sent correctly. However, we have seen that your resume is incomplete. We highly recommend you to fill it to let the employer know you. These are the fields you have empty: