Job Title: Reservation Agent

Department: Front Office / Reservations

Brand: IHG Hotels & Resorts

Job Purpose:

To manage room reservations efficiently and professionally while delivering True Hospitality to every guest. The Reservation Agent ensures seamless booking experiences aligned with IHG standards, maximizing revenue and enhancing guest satisfaction.

Key Responsibilities:

• Process individual and group reservations accurately using the IHG reservations system (e.g., Opera, HOLIDEX).

• Handle telephone, email, and online inquiries promptly and professionally.

• Provide guests with information on rates, availability, promotions, and hotel services.

• Follow up on tentative bookings and ensure accurate input of reservation details.

• Upsell room types or packages to maximize revenue.

• Liaise with Front Office, Sales, and Revenue teams to manage room inventory effectively.

• Maintain knowledge of IHG Brand Standards and ensure compliance in all reservation processes.

• Support the Reservations Supervisor or Manager in reporting and daily tasks as required.

Required Skills and Qualifications:

• Experience in reservations, front desk, or customer service (hotel experience preferred).

• Knowledge of IHG systems (Opera, HOLIDEX, Merlin) is an advantage.

• Excellent English communication skills (verbal and written).

• Strong attention to detail and organizational skills.

• Ability to handle pressure and multitask in a fast-paced environment.

• Passion for hospitality and delivering outstanding service.