Assistant Reservations Manager

Assist with managing 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. Serve as Reservations Manager in his/her absence.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and in the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
  
  

Duties And Responsibilities

Our People

• In absence of the Reservation Manager, conducts shift briefings to ensure hotel activity and operational requirements are known.
• Assist the Reservations Manager to supervise the Reservations team in their daily duties, including assisting the Reservations team in performing their job functions.
• Maintains good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Ensuring all the team members are properly trained and have the necessary skills to perform their duties with the maximum levels of productivity and efficiency.
• Ensuring all the Reservations team have the tools and equipment needed to effectively carry out their job functions.
• Have a full working knowledge and ability to supervise, train, correct and demonstrate all duties and tasks, in assigned place of work, accordingly to the standards.
• Maintain training records for all Reservations team member, and working on the team members development plan set in accordance with Reservations Manager.
• Monitor and ensure that the reservation staff performs their Job functions to the hotel’s standard.
• Coordinate with the Training Department to ensure all Reservations team members achieve the hotel target in training attendance and online trainings.
  
  

Financial Returns

• Assist in noticing the booking trend in the market through exchanges with competitors, test calls and reports on seasonal rates book-able at competitor hotels, etc.
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
• Assist the Reservations Manager to motivate the team to achieve up-selling and/or Re-Conversion as required by the business demand.
• Assist the Reservations Manager to ensure all sellable contracted rates are loaded in the H+ and Opera system for ease of reservations by companies worldwide.
• Assist in the monitoring of competitors, dynamics of local market, demand generators, and contributes to the hotel pricing and market mix strategy.
• Complete records and reports in regard to room availability and guest room commitments; forecast weekly occupancy and rate.
• Ensuring groups business are entered on the system properly, and provide guidance and support to the Groups Coordinator if needed.
• Communicate all new IHG or internal promotions/ packages with all team members, and related teams (Front Office, Finance, Food and Beverage …etc.).
• Prepare any revenue related reports when requested by any member of the hotel management team.
  
  

Responsible Business

• Participate in community relations activities
  
  

Guest Experience

• Assist in maintaining historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations estimates.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Monitor group reservation activity and provide guidance to the Groups Coordination. Follow up on tentative sales bookings with respective sales staff to update block status.
• Communicate fluctuations in room occupancy to operations so that appropriate staffing adjustments and efficiencies are maintained.
  
  

ACCOUNTABILITY

This is the second reservations job in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services. Typically supervises reservations agents and may oversee subordinate supervisors.

Qualifications And Requirements

College degree or equivalent and three year 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 in 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.
  
  

Demonstrate awareness and adhere to the occupational, health and safety legislation, policies and procedures.

Be familiar with the Hotel safety, first aid, fire and emergency procedures and operating equipment safely and responsibly.

Report security incidents and accidents in accordance with the Hotel requirements.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand. Let’s Go Further Together.

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.