Job Description
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.
