Reservations Agent

As the Reservations Agent, you will be responsible to process guest/agents room bookings request in line with IHG brand standard guidelines. 

At Crowne Plaza Hotels & Resorts we look for people who are charming, confident, and internationally minded; people who know what it takes to exceed guest expectations.  

Your day-to-day: 

• Maintains a regular pattern of sales calls and ensures no calls are left unanswered, when received through our Automatic Call Distribution system (ACD) 

• Record and process reservations made by phone/fax/email, website and GDS 

• Maintain a high level of product and service knowledge about all IHG Hotels, Restaurants and all IHG Hotels in your region 

• Prepare and execute action plans which increase reservation sales and associated business 

• 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 

• Maintains high quality of correspondence and accuracy of information input into reservations while ensuring timeliness of correspondence 

• Maintain high Signature test call scores 

• Process amendments to reservations such as extensions, early departures, etc. based on availability and strategies 

• 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 

What we need from you? 

• Should have undergone diploma/degree in hotel management from a recognised institute 

• Hotel working experience of 2 years preferably with OPERA Point of Sales will be an added advantage. 

• Must be able to work independently and maintain a positive attitude within a very busy environment 

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.