Reservations Agent - Kimpton Aysla Mallorca

InterContinental Hotels Group; Palma; On-site; EUR 26,000 - 36,000; Full time

Benefits offered by this job

Discounted international room rates.

Employee recognition programmes.

Training programmes and access to IHG

Job summary

InterContinental Hotels Group in Palma Mallorca is seeking a Reservations Agent to assist guests with individual reservations and advise on the best options for their needs. Reports to the Director of Revenue Management.

The role requires a Bachelor's degree in hospitality, 2+ years in reservations, fluency in the local language and English, and ideally German. Opera Cloud knowledge is highly valued, with a proactive, energetic team player attitude.

Qualifications

• Bachelor’s degree in hospitality or related field.
• 2+ years’ experience in reservations.
• Fluent in local language and English; German and other languages are valuable.
• Proactive, positive and team-oriented with passion for service.
• Opera Cloud knowledge is highly valuable.

Responsibilities

• Handle guest room reservations, changes and cancellations per guidelines.
• Follow up on small party groups (9 rooms or less) and ensure they are guaranteed.
• Handle group rooming lists with Sales Department oversight.
• Monitor for fraudulent reservations and protect revenue.
• Coordinate with Credit, Sales, Concierge and Front Desk across departments.
• Ensure deposits and cancellation fees are processed by Front Desk.
• Maintain reservation accuracy across segments, channels and routes.
• Manage no-shows and non-guaranteed reservations.
• Provide personalized guest service and share hotel/destination information.

Skills

Fluent English

Local language

German

Education

Bachelor's degree in hospitality or related field

Tools

Opera Cloud

Job description

About Us

Kimpton Aysla Mallorca is a sanctuary of calm and well-being, nestled among the lush foliage of sunny southern Mallorca. A progressive take on country-club life, where active leisure meets utter relaxation, and touches of tradition blend with modern values. This is modern lifestyle lux – Mallorca style.

Why We're Here

We believe heartfelt, human connections make people's lives better. Especially the people who work here.

Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that makes people feel disconnected. He initiated a new boutique hotel standard and environment where people could connect, from the heart. That was the goal then, and it is still our purpose today.

Your work here has meaning. You're here to improve the lives of coworkers, guests, owners, communities, and together we make that happen. It's what drives all that we do. Every day you can improve lives in your own, unique way and you can expect the same in return. It all starts with you.

How We're Different

Our San Francisco-born entrepreneurial spirit and zest for life kick started this culture in 1981, and it shines through to this day.

It all flows from you. The lively, rebellious, genuine you - with your diverse background, talents, experiences, and plucky personality - is fully welcome, and celebrated here. Because we know that when people can be themselves at work, they shine.

That's what we seek out and celebrate. It's people of all kinds who share a knack for creativity and self-leadership. People who don't need to be told what to do to get things done. People who have an innate passion for making others' lives better.

It adds up to a work environment that's a bit quirky, irreverent, exciting, uncommon, empowering, and downright exceptional. Guests feel it; you'll feel it too.

Working at Kimpton is not just about working. And it’s certainly not like working at other places. We value personality, individuality, creativity, doing right, continually improving, focus and passion.

Differences make a difference.

We are committed to creating a culture that reflects the diversity of our hotel and restaurant guests. With that goal in mind, we encourage each of our employees to understand, accept, and celebrate differences among people. That includes different personalities, lifestyles, work styles, education, and experience. We also welcome and embrace people of all races, ethnicities, ages, religions, physical abilities, sexual orientation, gender identities and genders.

Be Yourself – Lead Yourself – Make it Count

What’s the job?

As Reservations agent you will be responsible for helping our guests with their individual reservations as well as advising them on the best option for their needs, also you will support them with any issue that they have.

Reports to the Director of Revenue Management.

Your day-to-day

• Handle all requests for guest room reservations, changes and cancellations in according with the established guidelines.
• Follow up on small party groups (9 rooms or less) and make sure they are guaranteed
• Handle group rooming lists with the supervision of the Sales Department
• Follow up on any possible fraudulent reservation that may impact the revenue performance
• Ensure that communication with other departments, especially Credit, Sales, Concierge and Front Desk and any other concerned department is maintained
• Make sure deposits and cancellation fees are handle and done by the Front Desk Team
• Ensures reservation accuracy (segment, channel, routings, traces, etc)
• Handle no shows and control non-guaranteed reservations
• Provide personalized and attentive guest service, attending and adapting to the guest's requests and needs as well as providing all necessary information about the hotel facilities and destination.

What we need from you

• Bachelor’s degree in hospitality or related field.
• 2+ years’ experience working in the reservations department.
• Must be fluent in local language and English. German and other languages will be highly valuable.
• Proactive, positive, energetic, dynamic, emphatic, team-worker and with passion for service.
• Opera Cloud knowledge will be highly valuable.

What to expect from us

• Discounted international room rates.
• Employee recognition programmes.
• Training programmes and access to IHG’s training tool.