Reservations Agent

InterContinental 62s Group plc; George Town; On-site; MYR 28,000 - 50,000; Full time

Job summary

InterContinental 62s Group plc is seeking hotel staff to support guest experiences across day-to-day operations. You will maintain grooming standards and brand compliance while assisting guests with reservations and inquiries.

The role emphasizes strong product knowledge of IHG Hotels in the region, multi-channel communication, and proactive guest service to ensure smooth operations and positive guest interactions.

Qualifications

• Customer service experience is preferred.
• Experience handling reservations via multiple channels.
• Strong communication across departments and with guests.

Responsibilities

• Maintain professional grooming, follow hotel policy and brand standard.
• Record and process reservations made by phone/ fax/ email.
• Accept and follow up wait list reservations; handle cancellations as requested.
• Promptly handle guest requests and coordinate with related departments to get things done.
• Sell InterContinental Hotels Group products and services using up-selling and suggestive selling techniques.

Skills

Customer service

Reservations handling

Multi-channel communication

Job description

Your day to day

• Maintain professional grooming, follow hotel policy and brand standard
• Look smart – wear your uniform with pride
• May assist with other duties as assigned by management
• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done

Guest Experience

• Maintain a high level of product and service knowledge about all IHG Hotels in your region
• Record and process reservations made by phone/ fax/ email
• Accept and follow up wait list reservations
• Process new reservations, amendments such as extensions, early departures, etc., or cancellations as per guest requests via multi channels
• Promptly handle guest requests and coordinate with related departments to get things done
• Ensure individual/ company/ travel agent/ source/ group profiles are well updated
• Maintain knowledge of special rates/ offers/ promotions
• Be a friendly face and helping hand to our guests

Responsible Business

• Maintain a high level of product and service knowledge about all IHG Hotels in your region
• Record and process reservations made by phone/ fax/ email
• Accept and follow up wait list reservations
• Process new reservations, amendments such as extensions, early departures, etc., or cancellations as per guest requests via multi channels
• Promptly handle guest requests and coordinate with related departments to get things done
• Ensure individual/ company/ travel agent/ source/ group profiles are well updated
• Maintain knowledge of special rates/ offers/ promotions
• Be a friendly face and helping hand to our guests

Financial

• Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
• Follow up pre-payment for advance purchase and Wholesales FIT bookings