Cluster Reservation Agent

About the role

Crowne Plaza Amman, part of IHG Hotels & Resorts, is looking for a Cluster Reservation Agent. You will handle reservations across several properties in the cluster, ensuring accuracy, efficiency and excellent service for all bookings.

Key responsibilities

• Sell InterContinental Hotels Group products and services using up-selling and suggestive selling techniques, and promote the hotel and IHG products.
• Maintain up-to-date knowledge of all IHG hotels in the region and develop a regular pattern of sales calls.
• Record and process reservations by phone, fax and email, accept wait list reservations and process amendments such as extensions and early departures.
• Manage no-show reservations, record special billing arrangements for groups and conventions, and liaise with Front Office or Finance Heads on reservations needing credit approval.
• Monitor reservation levels and occupancy rates, prepare reports for travel agents and business houses, and prepare reservation sales reports.
• Follow hotel and cluster rules, grooming standards, time and attendance policies, and take part in training and development.
• Deliver customer service: attend to guests accurately and promptly, anticipate their needs, resolve complaints and extend these standards to internal customers.
• Understand health, hygiene and fire life safety policies, emergency and evacuation procedures, and log and investigate security incidents, accidents and near misses.