Job Title: Cluster Reservation Agent Location: Crowne Plaza Amman Company: IHG Hotels & Resorts Jordan - NTD Hotels We are looking for a dedicated Cluster Reservation Agent to join our team at IHG Hotels & Resorts. In this role, you will be responsible for reservations across multiple properties within the cluster, ensuring accuracy, efficiency, and excellent service for all bookings.
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.
