Reservation/ Instant Service Agent

• Process all incoming and outgoing calls accurately and courteously

• Records and controls accurately wake up calls

• Pages guests in co-operation with concerned departments

• Records all entries on traffic sheets

• Handles guests needs or requests and reports complaints to the Manager

• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations

• 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

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

• 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 (eg to travel agents, business houses etc)

• Prepare reservation sales reports