Reservation Agent - InterContinental Jeddah ( Saudi nationality only )

InterContinental Hotels Group; Jeddah; On-site; USD 20,000 - 30,000; Full time

Job summary

A leading hotel chain is seeking a dedicated individual for guest reservation handling in Jeddah. You will be responsible for booking rooms, providing excellent customer service, and upselling available services while ensuring guest satisfaction through memorable experiences.

Qualifications

• Experience in hospitality or customer service recommended.
• Ability to understand and anticipate guests’ needs.
• Knowledge of local attractions and hotel services.

Responsibilities

• Handle guest reservations, changes, and cancellations efficiently.
• Promote teamwork and quality service with other departments.
• Respond to guest complaints and ensure satisfaction.

Skills

Customer Service

Up-selling

Teamwork

Communication

Job description

Provide prompt, courteous, and efficient handling of all requests for guest room reservations, changes, and cancellations in accordance with established standards and/or scripts. Respond to and provide information on hotel services, local attractions, travel directions, etc.

At InterContinental Hotels & Resorts, we want our guests to feel special, cosmopolitan, and In the Know, which means we need you to:

• Be charming by being approachable, confident, and respectful.

• Stay in the moment by understanding and anticipating guests’ needs, being attentive, and taking ownership of getting things done.

• Make it memorable by being knowledgeable, sharing stories, and showing your style to create moments that make people feel special.

DUTIES AND RESPONSIBILITIES

Our People

• Assist with other duties as assigned, such as running daily reports (cancellation, booking, or arrival reports).
• Book guest reservations for individuals and/or groups requested via phone or within the hotel, following established standards and scripts using the hotel’s reservations system; process reservations from sales, reservations centers, or travel agencies/wholesalers. Apply appropriate travel agency commissions.
• Upsell rooms where possible according to established procedures to maximize the hotel’s average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternative dates for sold-out periods.
• Process cancellations, revisions, and updates to guest reservations; handle requests for reservations at other hotels within the system.
• Stay informed about current rates, rate changes, and promotions; assist in room forecasting. Complete daily logs as per procedures.
• Promote teamwork and quality service through daily communication and coordination with other departments. Notify sales of group bookings.
• Assist with other duties as assigned, such as running daily reports.

Responsible Business

• Participate in community relations activities.

Guest Experience

• Provide accurate information about the city and local attractions; mail hotel-specific information sheets and brochures upon request.
• Respond appropriately to guest complaints, making service recovery gestures as per guidelines to ensure guest satisfaction. Communicate any outstanding requests or issues to management for further monitoring or follow-up.
• Promote teamwork and quality service through daily communication and coordination with other departments. Notify sales of group bookings.