Reservations Agent At Holiday Inn Abu Dhabi

IHG Hotels & Resorts

What s the job?

Under the general guidance and supervision of the DOSM, oversee and direct all aspects of the Reservations operation. Primary responsibilities include positioning hotel inventory to achieve optimum yield, overseeing group blocks, loading & maintaining rates and communicating effectively to guests in a professional manner. This position also supports the Sales Department in yielding inventory responsibilities.

A little taste of your day-to-day:

• Ensure that all correspondence and reservations are recorded and entered into Opera accurately and promptly and that all reservations are made in line with current rates in order to achieve optimum average rate and yield.
• Ensure the Hotel is actively securing the best possible Yields through following effective rate management practices.
• Ensure Inventory is effectively managed and displayed both trough the Holidex System and Opera.
• Ensure that all reservations are made in line with current rates in order to achieve optimum average rate and yield.
• Monitor and ensure that all reservations team correspondence and guest contact is handled in a professional manner within 24 hour turnaround time.
• Ensure that InterContinental Hotels Group policies and procedures governing the reservations department are adhered to.
• Oversee the effective and accurate operation of all group reservations and FIT s.
• Review the daily reports to ensure reservations are accurate and complete any necessary follow up.
• Ensure all reservations have an acceptable method of payment, deposits are charged where appropriate, and that this is noted in the booking.
• Ensure all rate loading requests are actioned in Opera / Holidex / Oxi and the rates database within 24 hour turnaround.
• Communicate new and current rates and any inclusions they may have, to the Reservations team, and ensure rates database is kept up to date and accurate.
• Ensure that guest history is accurately maintained and utilized.
• Ensure VIP guests are marked in the system and that any guest special requests are marked and followed through.
• Ensure group bookings are entered correctly and follow up on quotations/contracts, deposit payments, routing instructions, and all information is passed on to relevant departments. For example, F&B in the event of meal requirements.
• Complete the groups washing procedure for groups, liaising with the group owner to ensure groups and allotments inventory is effectively managed for forecasting procedures and purposes.
• Oversee/conduct the training of new reservations agents, and conduct performance reviews as required
• Attend and participate in training, meetings and briefings as required.
• Develop rapport with regular clients and booking agents.
• Provide monthly updated reports as per the prescribe time lines.
• Actively work at developing your staff and identify high potentials
• Prepare rosters in line with productivity standards and Award requirements.
• Prepare detailed induction programs for new staff following IHG On-boarding guidelines
• Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
• Ensure all staff participate in the Colleagues Heartbeat
• Ensure training needs analysis of your department is carried out and training programs are designed to implement and meet department s needs
• Conduct probation and formal performance appraisals in line with company guidelines
• Coach, counsel and discipline staff, providing constructive feedback to enhance performance
• Regularly communicate with staff to maintain good relations.
• Take over any other tasks and special projects which arise in the course of business
  
  

What We Need From You

To execute the position of Reservations Agent, the candidate must meet the legal requirements to work in the UAE. Ideally, the candidate must have the required qualifications, technical skills and experience in a similar role in hotels with proven results and includes the following:

• Bachelor s degree / higher education qualification / equivalent in marketing or related field
• Two to four years of experience in a hospitality or hotel sales and marketing setting with direct supervisory experience over a sales team, or an equivalent combination of education and work experience
• Must speak local language / Other languages preferred