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Reservations Sales Agent

Fujairah

Full job details

Recruiter
InterContinental Hotels & Resorts - Middle East & Africa
Posted
17/11/2016
Ref
FUJ000048
Location
Fujairah
Job Type
Front Office, Reservations Agent
Sector
Hotel
Job Level
Non-Management
 

At InterContinental
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries.  By bringing
your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the
world over.


At InterContinental Hotels & Resorts®      we want our guests to feel
special, cosmopolitan and In the Know which means we need you to:



  • Be charming by being
    approachable, having confidence and showing respect.
  • Stay in the moment by
    understanding and anticipating guests’ needs, being attentive and taking
    ownership of getting things done.
  • Make it memorable by being
    knowledgeable, sharing stories and showing your style to create moments that
    make people feel special.



JOB OVERVIEW


To record and process all reservation
inquiries made direct, phone, fax or email. Work on details efficiently and
accurately. Promote the desired work culture around the five
winning ways- Aim Higher, Work Better Together, Celebrate the Difference, Do
the Right Thing & Show we care and achieve Great Hotels Guest Love


FINANCIAL RETURNS

  • 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
  • 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
  • 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

PEOPLE

  • Comply
    with Hotel Rules and Regulations and provisions contained in the Employment
    Handbook 
  • Comply
    with Company Grooming Standards
  • Comply
    with Time and Attendance Policies
  • Actively participate in training and development
    programs and maximize opportunities for self development 

GUEST EXPERIENCE

  • 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
  • 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.
  • Be able to promote the hotel
    (and InterContinental Hotels Group generally) products and services.

RESPONSIBLE BUSINESS

  • 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
  • Ensure all security incidents, accidents and near
    misses are logged investigated and rectified to prevent future catastrophes
  • 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.

ACCOUNTABILITY


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





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.



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