Reservations Agent

JOB OVERVIEW
The Reservations Agent is responsible for handling all guest inquiries, booking accommodations, and providing
information about the hotel’s services and amenities. This role ensures a seamless booking experience and contributes to
guest satisfaction by delivering exceptional customer service.
At InterContinental Hotels & Resorts®, we are committed to delivering exceptional experiences that reflect our
brand values. As part of this family, you are expected to embody these values by being:
• 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
• Answer incoming calls and emails promptly and professionally.
• Assist guests with room reservations, modifications, and cancellations.
• Accurately input reservation details into the hotel’s booking system.
• Provide detailed information about room rates, packages, amenities, and local attractions.
• Maximize room sales by upselling upgrades, packages, and promotions.
• Verify credit card information and process payments when necessary.
• Coordinate with front desk, housekeeping, and other departments to ensure special guest requests are
fulfilled.
• Maintain accurate and up-to-date records of all reservations and guest preferences.
• Manage guest inquiries and reservations on third-party booking platforms.
• Handle guest complaints and concerns with a positive attitude and escalate as needed.
• Stay informed about hotel policies, procedures, and promotions.
• Perform other duties that may be assigned by the Reservations Manager or Director of Revenue

QUALIFICATIONS AND REQUIREMENTS
• Bachelor diploma or equivalent; degree in hospitality or related field is a plus.
• Previous experience in reservations, front desk, or customer service preferred.
• Proficient in using reservation software (PMS), email, and phone systems.
• Strong communication and interpersonal skills.
• Strong problem-solving abilities and customer service orientation.
• Excellent organizational and multitasking abilities.
• Attention to detail and accuracy.
• Ability to work in a fast-paced environment and under pressure.
• Flexible schedule including weekends and holidays.
• Interaction with guests, team members, and third-party booking platforms.
OTHER REQUIREMNTS
• Comply with hotel rules and regulations and provisions contained in the employment handbook
• Comply with company’s grooming standards to portray a professional image of self and the hotel
• Comply with time and attendance policies set by the resort
• Actively participate in training and development programs and maximize opportunities for self-development
• Demonstrate understanding and awareness of all policies and procedures relating to health, hygiene and fire
life safety.
• Familiarize yourself with emergency and evacuation procedures
• Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to
the attention of the Reservations Manager / Director of Revenue
• Comply with the company’s corporate code of conduct
• Perform all tasks as directed by the Reservations Manager / Director of Revenue in pursuit of the
achievement of business goals
HOW DO I DELIVER THIS?
We genuinely care about people, and we show this through living out our promise of True Hospitality each day.
It’s what connects every colleague in all IHG® hotels.
Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they
can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and
understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
The statements in this job description are intended to describe the essential nature and level of work being
performed. They are not intended to be ALL responsibilities or qualifications of the job.