Reservations Manager

A brilliant opportunity to join the reservations team, if you have the knack for customer service and sales, this might be the opportunity you are looking for!

We are seeking for an individual to work within InterContinental Hotel Group in Malta supporting the reservations team. As Cluster Reservations Manager, you will handle communications from guests, travel agents and different networks concerning reservations via email, telephone or through our reservation system and lead the Reporting revenue performance and industry metrics to drive insights. You will also be working together in a team supporting day to day activities.

Responsibilities:

- Manage the Reservations Team and guide them in daily tasks

- Assist the team with creating and maintaining reservation records daily.

- Maintaining Records and Documentation: Keep detailed and accurate records of customer interactions, reservations, and any related correspondence.

- Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.

- Assist the Revenue Team in driving insights.

- Sorting out any issues that may arise with bookings or reservations.

- Prepares letters of confirmation and promptly processes any cancellations and modifications.

- Handles daily correspondence and responds to inquiries about reservations as needed.

- Identify growth opportunity and mitigate against risks.

- Utilize dedicated systems and tools to identify key trends and provide action-based outcomes from those trends.

Experience and Qualifications:

· Highly analytical and detail oriented; skilled in exploring data, discovering patterns, relationships, anomalies, and trends.

· Excellent analytical, organizational, and problem-solving skills.

· Excellent interpersonal skills and both written and verbal communication skills

· Time-management skills, with the ability to prioritize tasks.

· Team player who values collaboration, knowledge-sharing, and fosters a positive company culture.

· Knowledge of Opera and Concerto would be considered an asset.

We genuinely care about people, and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

·True Attitude:

being caring, wanting to make a positive difference, and building genuine connections with guests.

·True Confidence:

having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay.

·True Listening:

focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs.

·True Responsiveness:

is about providing guests with what they need and doing so in a timely and caring manner.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing, and understanding people.