JOB OVERVIEW : Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.

ESSENTIAL JOB FUNCTIONS :

1) Maintain complete knowledge of:

a) All hotel facilities/services, hours of operation.

b) All guest room layouts, bed types, decor, appointments and locations.

c) Room availability for any given day.

d) Restricted dates, rates and room types.

e) All room rates, packages and promotions.

f) Specific arrangements between hotel and travel agencies, corporate reservations center.

G) Entertainment/special events scheduled in hotel.

2) Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

3) Maintain complete knowledge of computer and manual systems.

4) Access all functions of computer system according to established procedures and standards.

5) Set up workstation with necessary supplies and resource materials; maintain cleanliness throughout shift.

6) Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.

7) Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.

8) Ascertain callers' needs through open-ended questions.

9) Enthusiastically describe room accommodations and all amenities.

10) Obtain all designated information to book a reservation.

11) Accommodate special requests and designate such in system.

12) Access guest history records to best service guests; maintain accurate information in guest history files.

13) Sell the best rated room to meet the guest's needs; maximize rate for all reservations.

14) Promote and sell holiday and other packages to callers requesting reservations on designated dates.

15) Assist callers with dining room reservations and amenity orders.

16) Verify availability before confirming any reservation. Suggest alternate dates for sold-out dates.

17) Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.

18) Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.

19) Set up proper billing accounts (i.e., share-withs, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits according to Accounting policies and with proper authorizations.

20) Verify all reservation information with caller to ensure accuracy.

21) Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).

22) Legibly document all information for manual reservations on designated form.

1. Input all manual reservations into the system within 8 hours; input within 8 hours for reservations for arrival date within 48 hours.

24) Obtain approval from Reservations Manager for same day reservations on near sell-out dates.

25) Process confirmation letters.

26) Designate and apply appropriate travel agency commissions.

27) Initiate deposit refunds for non-group reservations.

28) Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.

1. Process requests for mailing brochures, correspondence and package information within 48 hours of request.

2. Handle guest complaints by following Hotels set procedures and ensuring guest satisfaction.

SECONDARY FUNCTIONS :

1) Contact area hotels for availability and rates.

2) Assist PBX and Front Desk as assigned.

1. Legibly document maintenance needs on work orders and submit to Manager.

NOTE:

The statements in this position description are intended to describe the essential nature and level of work being performed. They are not to intend to be inclusive of ALL responsibilities or qualifications for the job

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.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.