Reservation Agent

             Required Skills

High communication skills, using a variety of techniques to suit varying audiences.

High level of English and Spanish. Knowledge of at least other language is desirable.

Ability to engage with and manage multiple stakeholder requirements

Ability to adapt to varying business practices and legal requirements, both geographically and culturally

Build strong client relationships with corporate and hotel-based colleagues

Strong commercial and operational awareness, including knowledge of hotel pricing, accommodation options and outlets to apply Revenue Management strategy effectively.

Ability to plan, manage and prioritize workload and respond flexibly to changing needs.

Strong communication skills, required to liaise with customers, both internal and external

      Degree of disability will be assessed.

               Technical Skills 

• Required:
  • Opera or similar PMS
  • MS Office products, especially Word, Excel & PowerPoint are required
• Preferred: 
  • Knowledge of GRS (Concerto) or comparable CRS 

  • Good understanding of other integrated systems, such as PMS, GDS, CRO tools, Offline reporting, Internet etc.

    Duties and Responsibilities

• Manage reservations according to InterContinental Madrid service standards, company policy and revenue optimization rules.
• Respond to all telephone call enquiries in an engaging manner whilst also adhering to the hotel’s call standards with the aim of converting the enquiry into a booking.
• Respond to email/fax enquiries within 6 hours from receipt using grammatically correct English/Spanish, free from spelling mistakes.
• Ensure a valid method of payment is in place for all reservations inputted into the property management system and alert the management team to any potential issues with payment in a timely fashion.
• Enforce and adhere to the hotel cancellation policies and ensure any related charges are processed on the day incurred.
• Have working knowledge of the Online Travel Agent extranet sites sufficient to access reservations details in order to verify bookings as part of an arrival check.
• Conduct daily arrivals checks for future dates as outlined in the department’s standards to verify that all reservations have been inputted correctly and the relevant information has been included in the booking to ensure the guest has a faultless stay at the hotel.
• Complete all tasks outlined on the relevant shift check list and sign off when all have been finished.
• Identify new corporate or new agents in contact with the hotel and pass to the Sales team as these represent potential business for the future.
• Provide tailored quotations and expert advice to customers, matching offers to guest needs and preferences.
• Create, amend and manage room reservations across all channels with accuracy and attention to detail.
• Issue and manage reservation invoicing prior to guest arrival.
• Review and reconcile reservations received daily from other distribution channels to ensure completeness and correct segmentation.
• Assist guests with enquiries, proactively proposing and confirming add-on services (transport, restaurant reservations, transfers, etc.).
• Ensure all reservation data is complete, correct and processed in line with company procedures and Revenue Management guidelines.
• Liaise closely with Front Office, Housekeeping, F&B, Accounting and IT to guarantee smooth handovers and an exceptional arrival experience.