About us
Do you see yourself as a Reservations Manager? What’s your passion? At IHG we’re interested in YOU. We employ people who apply the same amount of care and passion to their jobs as they do their hobbies – people who put our guests at the heart of everything they do. And we’re looking for more people like this to join our friendly and professional team.
As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.
Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.
Day to day
Manage the guest reservations function including but not limited to advanced room reservations and group coordination service to ensure prompt service, productivity, and maximize hotel profitability.
FINANCIAL RETURNS
* Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications
* Assist in the monitoring of competitors, dynamics of local market, demand generators, and contribute to the hotel pricing and market mix strategy
PEOPLE
* Manage the daily activities of the reservations staff. Schedule and assign work
* Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues
* Ensure all staff is properly trained on systems and service standards and have the tools and equipment needed to effectively carry out their job functions
* Interact with outside contacts:
* Guests, visitors – to ensure their total satisfaction
* Other contacts as needed (other hotels, travel and tour representatives, professional organizations, community groups)
* Promote teamwork and quality service through daily communication and coordination with other departments. Monitor group reservation activity daily and communicate status with sales department. Follow up on tentative sales bookings with respective sales staff to update status. Communicate fluctuations in room occupancy to operations so that appropriate staffing adjustments and efficiencies are maintained
GUEST EXPERIENCE
* Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction
RESPONSIBLE BUSINESS
* Complete records and reports in regard to room availability and guest room commitments; forecast weekly occupancy and rate
* Maintain historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations estimates
* May serve as “manager on duty” as required
* Perform other duties as assigned including assisting Reservation Agents in their job functions during peak periods
Requirements
High School or equivalent and two years reservations/front office experience including management experience, or an equivalent combination of education and experience. Bachelor’s degree in Hotel Management, Business Administration, or related field preferred. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
* Frequently standing up or moving around the facility
* Use a keyboard to operate reservations system, etc.
* Carrying or lifting items weighing up to 10 pounds
Other:
* Communication skills are utilized a significant amount of time when interacting with guests, clients and employees
* Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
* Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently
* Problem solving, reasoning, motivating, organizational and training abilities are used often
* May be required to work nights, weekends, and/or holidays
Benefits
In return we’ll give you a competitive financial and benefits package which can include healthcare and dental coverage, disability and life insurance, and a matched 401(k) program. Hotel discounts worldwide are available as well as the chance to work with a great team of people. Most importantly, we’ll give you the room to be yourself.
So what’s your passion? Please click “Apply” and tell us how you could bring your individual skills to IHG.
IHG is an equal opportunity employer Minorities / Females / Disabilities / Veterans