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Franchise Hotel - Reservation Agent

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crowne-plaza-endorsed-logo-plum-rgb-horz-en-eps

Hotel Brand: Crowne Plaza
Location: Bahrain, Manama

Hotel: Crowne Plaza Bahrain - (MNABA)

Job number: FRMNABA2866

This job posting is for a position at a Hotel owned and operated by an independent franchisee, not by IHG or its affiliates. IHG has no involvement in the hiring or day-to-day employment policies or practices of franchisees.

By clicking the apply button, you will be applying for a position with an independently owned and operated franchise hotel, not with IHG or its affiliates, and IHG will not be your employer.

 

About Us

Under the guidance and direction of the Revenue Manager, within the limits of established IHG Hotels and local policies and procedures, to record and process all reservation inquiries made by phone, fax, email and IHG system efficiently and accurately. Convert inquiries into sales in order to maximize revenue and occupancy. Promoting the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.

 

At Crowne Plaza®, we want our guests to feel able to do their best, achieve their goals and be recognized for their success.  To help them we need you to display of Brand Service Behaviors- Dare to Connect:

·Dare to make the first move
·Adapt to the moment
·Relate to the business
·Enable quality downtime

Your day to day

Duties and Responsibilities

Convert bedroom accommodation inquiries into bookings on the phone, in person or by letter/email.
Record and process the bookings using computer system, cancellations and amendments via phone, fax or e-mail promptly and in line with company standards.
Liaise and communicate special requirements to other departments e.g. Cots, VIP’s, room preferences and late arrivals.
Prepare reports using both computerized reservation system and other computer software such as word and excel upon request.
Record and manage bookings that failed to arrive, and charge the applicable no-show/cancellation fees according to the cancellation policy.
Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques and take initiative to sell higher category rooms and other F&B packages.
Follow the selling strategy set by Revenue/Reservation Manager for each week, month and special demand period in order to drive incremental revenue for the hotel.
Inform important information related to any bookings to Front office using the appropriate traces system.
Hand over all LPO’s and booking correspondences to Front Office in charge without fail.
Print no-show report with relevant correspondence attached and forward to Revenue/Reservation Manager on daily basis.

 

LPU (Loyalty Pending Updates) and LCU (List of Commission Updates) reports should be reviewed on daily basis within 24 hours and updated based on the actuals of PMS (Opera System).
All traces should be checked/resolved every day after completing the required action.
Apply for guests’ visas after obtaining the required visa documents and payment, and check pending visa requests, follow up and confirm to guests/clients on time.
Make sure all faxes/emails are answered within the same day.
Transportation requests should be handled and forwarded to Concierge without fail.
Non-guarantee bookings should be released at 6 pm on the same day (PM shift)
Make sure no bookings are pending to be confirmed before leaving the office.
Check the Extranet of OTAs (Booking.com, Expedia, Agoda...etc.) on daily basis, and make sure all the departures of the day before is 100% ,matching to our PMS (Opera System)
Review the OTAs (Booking.com, Expedia, Agoda...etc.) arrivals on the same day, and ensure all the data in our PMS is matching to the respective OTA’s Extranet.
Review the daily (same day/next day) arrivals and ensure all bookings are existing in the system according to the source of booking (email, fax, OTAs and/or IHG Concerto), with the correct billing instructions, guests’ preferences and requests i.e. airport transfers.
LPU (Loyalty Pending Updates) and LCU (List of Commission Updates) reports should be reviewed on daily basis within 24 hours and updated based on the actuals of PMS (Opera System).
All traces should be checked/resolved every day after completing the required action.
Apply for guests’ visas after obtaining the required visa documents and payment, and check pending visa requests, follow up and confirm to guests/clients on time.
Make sure all faxes/emails are answered within the same day.
Transportation requests should be handled and forwarded to Concierge without fail.
Non-guarantee bookings should be released at 6 pm on the same day (PM shift)
Make sure no bookings are pending to be confirmed before leaving the office.
Check the Extranet of OTAs (Booking.com, Expedia, Agoda...etc.) on daily basis, and make sure all the departures of the day before is 100% ,matching to our PMS (Opera System)
Review the OTAs (Booking.com, Expedia, Agoda...etc.) arrivals on the same day, and ensure all the data in our PMS is matching to the respective OTA’s Extranet.
Review the daily (same day/next day) arrivals and ensure all bookings are existing in the system according to the source of booking (email, fax, OTAs and/or IHG Concerto), with the correct billing instructions, guests’ preferences and requests i.e. airport transfers.
LPU (Loyalty Pending Updates) and LCU (List of Commission Updates) reports should be reviewed on daily basis within 24 hours and updated based on the actuals of PMS (Opera System).
All traces should be checked/resolved every day after completing the required action.
Apply for guests’ visas after obtaining the required visa documents and payment, and check pending visa requests, follow up and confirm to guests/clients on time.
Make sure all faxes/emails are answered within the same day.
Transportation requests should be handled and forwarded to Concierge without fail.
Non-guarantee bookings should be released at 6 pm on the same day (PM shift)
Make sure no bookings are pending to be confirmed before leaving the office.
Check the Extranet of OTAs (Booking.com, Expedia, Agoda...etc.) on daily basis, and make sure all the departures of the day before is 100% ,matching to our PMS (Opera System)
Review the OTAs (Booking.com, Expedia, Agoda...etc.) arrivals on the same day, and ensure all the data in our PMS is matching to the respective OTA’s Extranet.
Review the daily (same day/next day) arrivals and ensure all bookings are existing in the system according to the source of booking (email, fax, OTAs and/or IHG Concerto), with the correct billing instructions, guests’ preferences and requests i.e. airport transfers.

What we need from you

Self Management:

Comply with hotel rules and regulations and provisions contained in the employment handbook.

Comply with company grooming and uniform standards.

Comply with timekeeping and attendance policies.

Actively participate in training and development programs and maximize opportunities for self development.

 

Customer Service:

Demonstrate service attributes in accordance with industry expectations and company standards to include:-

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 IHG generally) products and services.

Maintain a high level of product and service knowledge about all IHG hotels in your region.

 


What we offer

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.
We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
So, join us and you’ll become part of our hotel family.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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