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Reservations Agent

Muscat

Full job details

Recruiter
InterContinental Hotels & Resorts - Middle East & Africa
Posted
28/08/2016
Ref
MUS000945
Location
Muscat
Job Type
Front Office, Reservations Agent
Sector
Hotel
Job Level
Non-Management
 

Are you ready to be a Reservations Agent at
InterContinental Muscat?

 

What's your passion?
Whether you're into tennis, shopping or karaoke, at IHG we're interested in
YOU. At IHG we employ people who apply the same amount of care and passion to
their jobs as they do their hobbies - people who put our guests at the heart of
everything they do. And we're looking for more people like this to join our
friendly and professional team.

 

JOB LOCATION:

Set on 35 acres of lush
palm gardens between the Hajjar Mountains and the sands of the Gulf Coast, this
five-star resort is located in the heart of the city's residential, government
and diplomatic quarter. The hotel's Palm Beach Club offers six floodlit tennis
courts, a 25-metre olympic size pool, a leisure pool, a kid's pool, a fully
equipped gym, sauna, Jacuzzi and easy access to the beach. Local sites of
interest include the Grand Mosque and Amouage Perfume Factory. 6 meeting rooms. Able to accommodate 400 theatre
style, 200 classroom, 700 reception, 450 banquet. Ballroom dimensions: 21 x 30m
with 4m ceiling height. 630 sq.m - divides into 3. Garden view, easy access
from parking area.


The reservations
agent will be responsible for delivering the guest experience from event
planning, to handling customer requirements during meetings, to post-event
follow-up with customers. Key to this role is developing expertise in
understanding sector/account needs, maximising guest satisfaction, and driving
incremental revenue to the hotel. Where applicable, this role will also involve
management and the active coaching of assigned Events team members.


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, asneeded, 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.

 

Perform other duties as assigned.

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)





Are you ready to be a Reservations Agent at InterContinental Muscat?

 

What's your passion? Whether you're into tennis, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

 

JOB LOCATION:

Set on 35 acres of lush palm gardens between the Hajjar Mountains and the sands of the Gulf Coast, this five-star resort is located in the heart of the city's residential, government and diplomatic quarter. The hotel's Palm Beach Club offers six floodlit tennis courts, a 25-metre olympic size pool, a leisure pool, a kid's pool, a fully equipped gym, sauna, Jacuzzi and easy access to the beach. Local sites of interest include the Grand Mosque and Amouage Perfume Factory. 6 meeting rooms. Able to accommodate 400 theatre style, 200 classroom, 700 reception, 450 banquet. Ballroom dimensions: 21 x 30m with 4m ceiling height. 630 sq.m - divides into 3. Garden view, easy access from parking area.


The reservations agent will be responsible for delivering the guest experience from event planning, to handling customer requirements during meetings, to post-event follow-up with customers. Key to this role is developing expertise in understanding sector/account needs, maximising guest satisfaction, and driving incremental revenue to the hotel. Where applicable, this role will also involve management and the active coaching of assigned Events team members.


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, asneeded, 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.

 

Perform other duties as assigned.

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)




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