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IHG Guest Service Agent/Res. Agent - IC Buckhead Atlanta in Atlanta, Georgia

Guest Service Agent/Res. Agent - IC Buckhead Atlanta

Job Number R178571

Hotel Brand: InterContinental Hotels

Americas - United States - Georgia - Atlanta

Description

About us

At InterContinental Hotels & Resorts ® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

  • Be charming by being approachable, having confidence and showing respect.

  • Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownershipof getting things done.

  • Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

Your day to day

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, and cancellations in accordance with established standards and/or scripts. Respond to and provide information on hotel services, local attractions, travel directions, etc.

Duties and Responsibilities

FINANCIAL RETURNS

  • Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.

PEOPLE

  • Promote team work and quality service through daily communications and coordination with other departments. Notify sales of any group bookings.

GUEST EXPERIENCE

  • Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.

  • Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

RESPONSIBLE BUSINESS

  • Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system.

  • Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel’s reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers. Designate and apply appropriate travel agency commissions.

  • Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting. Complete daily logs according to established procedures.

  • May assist with other duties as assigned such running daily reports, e.g. the cancellation, booking, or arrival reports.

What we need from you

QUALIFICATIONS AND REQUIREMENTS

Basic reading, writing, and math skills and six months experience as a reservationist or front desk agent. High school or equivalent preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

  • Speak and listening usually while sitting

  • Use a keyboard to type in reservation information

Other:

  • Communication skills are utilized a significant amount of time when interacting with guests, clients and employees.

  • Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports.

  • Basic mathematical abilities are used some of the time.

  • May be required to work nights, weekends, and/or holidays.

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