Reservations Coordinator - #1128254

As a Reservations Coordinator, you will be responsible for managing hotel guest reservations with accuracy, professionalism, and efficiency. You will play a key part in delivering exceptional guest service by handling inquiries promptly, securing bookings, optimizing room inventory, and providing clear communication across hotel departments.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

• Assisting hotel guests in making hotel reservations, modifying or cancelling room bookings

• Processing individual and group reservations through various channels such as phone, email, online platforms, and third-party booking systems

• Addressing guest concerns and providing information about hotel services, amenities and policies

• Upselling of Hotel product or services such as dining options, room upgrades etc (Sales incentives will be provided)

• Handling all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary

• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the Reservations Manager

• Follow-up with guests to ensure satisfaction with problem resolution (service recovery)

• Ensuring all guest requests and queries are responded to promptly and effectively

• Handling and delivering all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner

• Coordinating with relevant departments to ensure guest request is followed-up and ensures follow-up procedures are maintained

• Handling payment transactions and ensuring compliance with payment policies

• Carrying out any other reasonable duties and responsibilities as requested by the Reservations Manager

What we need from you

• Be proactive towards guests and their request

• Minimum ‘O’ Levels or equivalent

• At least 1 year of related work experience

• Patient and responsible to solve all problems

• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.