Cluster Reservation Agent

• 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/portfolio/cluster.
• Develop and maintain a regular pattern of sales calls for all hotels.
• Prepare and execute action plans which increase reservation sales and associated business.
• Record and process reservations made by phone/fax/email for all hotels in the assigned cluster.
• Accept wait list reservations.
• Process amendments to reservations such as extensions, early departures, etc…
• Manage “no show” reservations by investigation and recording of same for all hotels in the assigned cluster.
• Record special billing arrangements for groups and conventions all hotels in the assigned cluster.
• Liaise with Front Office or Finance Heads for all reservations in all hotels included in the assigned cluster that requiring credit approval(s).
• Maintain knowledge of special rates/ offers/ promotions for all hotels in the assigned cluster.
• Monitor reservation levels and inform Managers of current and future occupancy rates for all hotels in the assigned cluster.
• Prepare reports as requested (i.e. to travel agents, business houses etc).
• Prepare reservation sales reports for all hotels in the assigned cluster.

Self Management

• Comply with Hotel and Cluster Rules and Regulations and provisions contained in the Employment Handbook.
• Comply with Company/Hotel’s Grooming Standards (Uniform If Applies).
• Comply with Time and Attendance Policies.
• Actively participate in training and development programs and maximise opportunities for self-development.

Customer Service

• 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.
  • Demonstrating a ‘service’ attitude.
  • Taking appropriate action to resolve guest complaints.
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers 
• Review and update existing standards to ensure competitiveness 

Health, Safety and Security

• 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

General

• Comply with the Company’s Corporate Code of Conduct.
• Familiarize yourself with the company values and model desired behaviours.
• Perform tasks as directed by the Manager in pursuit of the achievement of business goals.