Reservations Agent

Job Overview

The Reservations Agent supports guests by answering questions, arranging room bookings, and sharing clear information about the hotel’s services and facilities. The role is focused on creating a smooth reservation journey and helping drive guest satisfaction through attentive, high-quality service.

Brand Values and Service Culture

As part of InterContinental Hotels & Resorts, the role is expected to reflect the brand’s approach to hospitality by being approachable and respectful, staying attentive to guest needs, and creating memorable moments through knowledge, care, and personal style.

• Be welcoming, confident, and respectful in every interaction.
• Anticipate guest needs, stay present, and take ownership of outcomes.
• Use product knowledge and personal flair to create special guest experiences.

Key Responsibilities

• Respond to incoming phone calls and emails in a timely and professional manner.
• Support guests with new bookings, changes to existing reservations, and cancellations.
• Enter reservation data accurately into the property’s booking system.
• Share information about room pricing, offers, amenities, packages, and nearby attractions.
• Increase room revenue by suggesting upgrades, packages, and promotions when appropriate.
• Check credit card details and handle payments where required.
• Work closely with front office, housekeeping, and other teams to complete special requests.
• Keep reservation records and guest preference details current and accurate.
• Handle bookings and guest questions through third-party reservation channels.
• Address guest concerns calmly and positively, and escalate issues when needed.
• Remain updated on hotel policies, procedures, and promotional offers.
• Carry out additional duties assigned by the Reservations Manager or Director of Revenue.

Requirements

• A bachelor diploma or an equivalent qualification is required; a degree in hospitality or a related field is an added advantage.
• Prior exposure to reservations, front office work, or customer service is preferred.
• Comfort using reservation management systems (PMS), email tools, and telephone systems.
• Strong verbal and written communication skills, along with good people skills.
• Ability to solve problems effectively and maintain a service-focused mindset.
• Strong organization, multitasking, and time-management skills.
• High attention to detail and accuracy.
• Capable of working in a busy environment and handling pressure well.
• Availability for a flexible schedule, including weekends and holidays.
• Ability to interact effectively with guests, coworkers, and third-party booking platforms.

Other Requirements

• Follow hotel rules, regulations, and the employment handbook.
• Maintain the resort’s grooming standards and present a professional image.
• Adhere to timekeeping and attendance policies.
• Take part in training and development opportunities to build personal growth.
• Understand and follow all health, hygiene, and fire/life safety policies and procedures.
• Know the emergency response and evacuation procedures.
• Ensure security incidents, accidents, and near misses are recorded promptly and reported to the Reservations Manager or Director of Revenue.
• Follow the company’s corporate code of conduct.
• Complete all tasks assigned by the Reservations Manager or Director of Revenue to support business goals.

Service Standards

The role is expected to align with IHG’s “True Hospitality” philosophy, which emphasizes caring guest service, strong capability, active listening, and responsive support. The job description also notes that the listed duties and qualifications are not exhaustive and may be expanded as needed.

Application Note

Candidates who do not meet every requirement are still encouraged to apply if they believe they are a strong fit for the role.