Reservations Executive / Agent

Duties and Responsibilities:

• Sell InterContinental Singapore Robertson Quay’s products and services using up-selling, cross-selling and suggestive selling techniques to maximise total Hotel revenue.
• Demonstrate an in-depth knowledge and understanding of Hotel and IHG systems – Opera PMS, Concerto and Loyalty Connect in particular, to ensure appropriate capture of data for guest information, events, forecasts and results.
• Answer phone calls in a prompt (within four rings) and courteous manner, while adhering to Brand Standards.
• Provide recommendations to guests, based on their purpose of travel or stay, the number of people in the travelling party, etc.
• Make reservations accurately on Opera PMS, capturing the correct guest profile (including membership details), stay dates, rates, etc.
• Process requests for cancellations, reservation revisions, information or guest preference updates.
• Clean up new reservations, from pro-actively checking for duplicate bookings to processing special requests (e.g. honeymoon or birthday amenities, alerts for any allergies, etc.) to ensure a perfect stay experience for all guests.
• Manage “no show” reservations by investigating and recording of the same, and providing advice to Front Office on charges (if required).
• Maintain knowledge of special rates, offers or promotions in Hotel to be able to provide correct and updated information to guests.
• Prepare reports accurately and truthfully (e.g. up-sell report, reconversion reports, daily STR Reports).
• Own and resolve guest problems or complaints using appropriate service recovery guidelines.
• Handle credit card information and charges for all pre-paid reservations securely and accurately, with the goal of maximising guest satisfaction and reducing rebates.
• Work as part of a team and communicate with other departments as per Hotel procedures to ensure excellent quality and service.
• Perform other duties as assigned, to support other Hotel functions as and when required.

Qualifications and requirements:
High School or Vocational Certificate in Hotel Management, Business Administration, or related field. One year related experience or six months experience in reservations/front office or an equivalent combination strongly preferred. Proficiency in Opera PMS and Concerto is preferred but not essential. Must speak fluent English. Additional language skills valuable but not required.

Other skills required:

• Basic computer skills to operate various property management and reservation system etc.
• Passionate about people and service.
• Strong communication skills when interacting with guests and colleagues.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates etc.
• Problem solving, reasoning, motivating and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays.

What we offer:
In return for your hard work, you can look forward to a highly competitive salary and benefits package – including:

• 5-days work week.
• Duty Meal.
• Uniforms/Laundry Services.
• Birthday Off.
• Learning and Development Opportunities.
• Flexi Benefit.
• Insurance Coverage.
• 50% F&B discount at Hotel’s selected Restaurant.
• Special Employee rate at all IHG Hotels worldwide.

What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow. And because the InterContinental Hotels & Resorts brand belongs to the IHG family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.

So whoever you are, whatever you love doing, bring your passion to the InterContinental Hotels & Resorts brand and IHG and we’ll make sure you’ll have room to be yourself. Find out more about joining us today by going to careers.ihg.com.