Reservations Executive (Maternity Coverage) - Holiday Inn Express Clarke Quay

InterContinental Hotels Group PLC; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading hotel group seeks a Reservations Executive for maternity coverage at Holiday Inn Express Clarke Quay. In this role, you will manage reservation requests and enhance guest experience while working closely with the Sales team. The position requires strong customer service skills and the ability to promote hotel products effectively.

Qualifications

• Experience in a hotel reservation system is preferred.
• Knowledge of IHG brands and offerings is beneficial.
• Ability to work under pressure while maintaining service standards.

Responsibilities

• Handle reservation requests via phone, fax, or email.
• Promote hotel products and ensure guest satisfaction.
• Maintain accurate rooms inventory and monitor reservation levels.

Skills

Customer Service

Sales Techniques

Communication

Education

Relevant Hospitality Qualification

Job description

Reservations Executive (Maternity Coverage) - Holiday Inn Express Clarke Quay

Hotel: Singapore Clarke Quay (SINCQ), 2 Magazine Road, 059573

Primarily responsible for fulfilling reservation requests based on room availability and guest’s preferences, handling correspondence, sending confirmation emails, verifying guest’s information, collecting payments, promoting hotel facilities, and answering to customer inquiries. Additionally, this role will provide nominal administrative support to the Sales team.

FINANCIAL RETURNS

• Promote the Holiday Inn Express products and services using and suggestive selling techniques Holiday Inn Express
• Prepare and execute action plans which increase reservation sales and associated business
• Record special billing arrangements for groups and conventions
• Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval

PEOPLE

• Liaise with Director of Sales, Front Office Manager or Finance Manager for all reservations requiring credit approval
• Attendance for meetings and training sessions as required
• Attendance for Sales related events whenever required & facilitation of site inspection for any walk-in (Sales)

GUEST EXPERIENCE

• Promote the Hotel’s (and IHG generally) products and services
• Maintain a high level of product and service knowledge about all IHG Hotels in your region
• Accept wait list reservations
• Record and process reservations made by phone/fax/email
• Maintain knowledge of special rates/ offers/ promotions

RESPONSIBLE BUSINESS

• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements

ACCOUNTABILITY

• Ensure all reservation confirmation are sent within 24 hours from the day email is received
• Process amendments to reservations such as extensions, early departures, etc
• Manage “no show” reservations by investigation and recording of same
• Monitor reservation levels and inform hotel team of current and future occupancy rates
• Prepare reservation sales reports
• Ensure inventory is balanced minimum 3 times a day
• Handle all queries and communication through the Reservation and Info emails
• Reply to all guest reviews on social media sites such as Online travel agent platforms and TripAdvisor
• Ensure all bookings flows through and interfaced with hotel systems
• Main responsibility for ALL Group matters once handed over from Sales team- Rooms blocks/ attrition/ rooming list/ payment & any follow ups relating to groups (Reservations)

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