Reservations Agent
Fa-Evax-Saasfaprod1 Jobsearch · Qatar
About Us
As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand.
Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience.
If you'd like to embrace a wider world of experiences and opportunities, we'd like to welcome you to the world's most international luxury hotel brand.
Located on Doha's longest private beach and nestled in landscaped gardens, the InterContinental Doha Beach & Spa features 12 restaurants, a range of recreational facilities, a free-form swimming pool, and the world-class Spa InterContinental.
Situated in an exclusive location, minutes from downtown Doha and major government and corporate offices and within minutes to the Doha Exhibition and Convention Centre, City Center Mall, and Doha Golf Club, our properties offer distinctive surroundings which will forever redefine luxury.
Your Day to Day
The Reservation Sales Agent is responsible for handling room and Food & Beverage reservation inquiries, providing accurate information on rates, packages, promotions, and hotel services, and ensuring a seamless booking experience for guests. The role involves managing reservations through various communication channels, maximizing revenue opportunities through effective selling techniques, and delivering courteous, professional, and efficient service in line with the hotel's luxury standards.
Key Responsibilities
- Handle incoming room and Food & Beverage reservation inquiries received through telephone, email, online platforms, and other designated communication channels.
- Process new reservations, amendments, and cancellations accurately and efficiently using the hotel's reservation systems.
- Provide guests with accurate information regarding room availability, rates, packages, promotions, restaurant offerings, and hotel facilities.
- Maintain comprehensive knowledge of hotel services, room categories, restaurant operating hours, special events, and ongoing promotions.
- Apply effective upselling and cross-selling techniques to maximize room and Food & Beverage revenue opportunities.
- Ensure all reservation details, guest preferences, special requests, and payment information are accurately recorded in the relevant systems.
- Explain reservation terms, payment requirements, cancellation policies, and booking conditions clearly to guests.
- Handle guest inquiries and special requests professionally, ensuring timely follow-up and coordination with relevant departments.
- Monitor reservation requests, confirmations, amendments, and cancellations to ensure accuracy and compliance with hotel procedures.
- Coordinate with Front Office, Sales, Food & Beverage, and other departments to ensure smooth reservation arrangements and guest satisfaction.
- Maintain accurate knowledge of room and restaurant availability, restricted dates, pricing, and special booking arrangements.
- Manage restaurant reservations, including special events, group bookings, and dining promotions, in coordination with the relevant outlets.
- Assist with group reservation inquiries and refer corporate, banquet, and event-related requests to the appropriate departments.
- Verify reservation information and ensure accurate processing of deposits, billing instructions, and payment arrangements.
- Handle guest concerns and reservation-related complaints professionally, escalating complex matters to the Reservation Manager when required.
- Maintain accurate guest records and reservation correspondence while ensuring confidentiality of guest information.
- Support promotional activities by communicating special offers, dining events, and hotel packages to potential guests.
- Ensure compliance with hotel policies, departmental procedures, brand standards, and established service guidelines.
- Maintain a professional and positive attitude while delivering personalized service and contributing to overall guest satisfaction.
What We Are Looking For
- Diploma or degree in Hospitality Management, Tourism, Business Administration, or a related field is an advantage.
- Previous experience in Reservations, Front Office, Guest Services, or a similar customer-facing role is preferred.
- Experience in a five-star or luxury hotel environment is an advantage.
- Excellent verbal and written communication skills in English; additional languages are an asset.
- Good knowledge of hotel reservation systems and property management systems, preferably Opera.
- Strong sales skills with the ability to identify upselling opportunities and maximize revenue.
- Good understanding of room reservations, restaurant bookings, rates, packages, and hotel services.
- Excellent telephone etiquette, interpersonal skills, and attention to detail.
- Strong organizational skills with the ability to manage multiple inquiries and reservations efficiently.
- Customer-focused mindset with a professional, courteous, and proactive approach.
- Ability to work effectively in a fast-paced environment and collaborate with different departments.
- Flexibility to work rotating shifts, weekends, and public holidays.
What We Offer
We’ll reward all your hard work with competitive salary and benefits.
Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.
So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.