Reservation Agent

Your day to day

Reservation Operations

• Handle all reservation requests via telephone, email, website, and online travel agencies in a professional and timely manner.
• Process new reservations, amendments, cancellations, and group bookings accurately.
• Ensure all reservations are entered correctly into the Property Management System (PMS).
• Verify room availability, rates, packages, and special promotions.
• Maintain accurate guest profiles and reservation records.

Guest Experience

• Deliver exceptional customer service by responding promptly and courteously to guest inquiries.
• Provide accurate information regarding hotel facilities, room types, rates, and local attractions.
• Anticipate guest needs and ensure a smooth booking experience from inquiry to arrival.
• Handle guest concerns professionally and escalate issues when necessary.

Revenue & Sales

• Maximize room revenue by promoting hotel services, room upgrades, and special offers.
• Apply upselling and cross-selling techniques to enhance the guest experience and increase revenue.
• Monitor room inventory and support yield management strategies.
• Ensure rate integrity and compliance with hotel pricing policies.

Administration & Coordination

• Coordinate closely with the Front Office, Sales, Housekeeping, and Revenue teams to ensure reservation accuracy.
• Prepare daily reservation reports, arrival lists, and occupancy forecasts.
• Maintain confidentiality of guest information in accordance with company policies.
• Ensure all reservation documentation is complete and properly filed.

Compliance & Brand Standards

• Follow IHG brand standards, reservation procedures, and Standard Operating Procedures (SOPs).
• Ensure compliance with company policies, data privacy regulations, and payment procedures.
• Maintain high standards of professionalism and accuracy in all reservation activities.

What we need from you

• Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, or a related field.
• 1–3 years of experience in Reservations, Front Office, or Guest Services, preferably within an international hotel brand.
• Excellent communication and interpersonal skills.
• Strong customer service and sales abilities.
• Proficiency in Opera PMS or other hotel reservation systems.
• Good knowledge of Microsoft Office applications.
• Strong organizational skills with attention to detail.
• Ability to work flexible shifts, including weekends and holidays.

What we Offer

We'll reward your dedication with a competitive salary, comprehensive benefits, and opportunities for career growth within IHG Hotels & Resorts.

When you join us, you become part of the global IHG family. We succeed by supporting one another, embracing diverse perspectives, and always doing the right thing. We're looking for individuals who genuinely care about creating memorable guest experiences, pay attention to the little details, and continuously strive to improve every day

We're looking for individuals who genuinely care—those who pay attention to the little details that create memorable guest experiences and are always seeking opportunities to improve. If you're passionate about hospitality and committed to delivering exceptional service, we'd love to hear from you.

To learn more about careers with IHG Hotels & Resorts, visit https://careers.ihg.com.