Reservations Agent- InterContinental Boston

About the role

Do you see yourself as a Reservations Coordinator? Whether you're into sky diving, dining outdoors, or dog walking, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

Responsibilities

• Cook up reservations and requests for business travel and transient accounts.
• Handle small groups as needed, assisting with coordinating reservations.
• Monitor general reservations email inbox/office phone and handle related requests and changes.
• Maintain daily guest room inventory.
• Manage rooms control and hotel inventory, ensuring proper room types and rates are available for booking.
• Coordinate all reservations for local negotiated and corporate business travel accounts, including quoting rates, BT and Consortia reservations, arranging billing/payment, changing/adjusting existing reservations, upgrading guests, overselling as needed, adding reservation notes to provide relevant data, and coordinating with other departments as needed to provide important reservation information as specified in contract.
• Respond to guest requests and questions in a timely and professional manner.
• Confirm commission payments daily, investigate any travel agent requests regarding unpaid commissions, and send relevant documentation to the accounting department for payment processing.
• Run daily reports such as Cancellations, No-Shows, Arrivals, Reservations Made Yesterday, and others as needed.
• Review transient reservations for accuracy, update notes, comments, and alerts to ensure proper departmental notification, and ensure Payment and Routing are properly set up for billing accuracy.
• Ensure positive working relationships with corporate clients, VIP, frequent guests, and colleagues.
• Review and Maintain 3rd Party Reservations (Expedia, Booking.com, Hotwire, etc.) for accuracy, ensuring correct guest count, rate, and payment method. Monitor related 3rd Party extranets/websites for guest questions/comments/feedback and update the reservations and respond accordingly. Follow up with 3rd Party regarding any payment or billing concerns.
• Assist Group Reservations with small groups/events, preparing for assigned group’s arrival, billing information, deposits, filing, VIP information, correspondence, etc.; interact with booking contacts as needed. Correctly record group rooms and revenue in the property management system. Process assigned group reservation requests, changes and cancellations received by phone, fax, e-mail, mail, internally and through travel planners/corporations. Enter and/or modify group block in system to ensure inventory, stay dates, cancellation policy, deposit requirement, and booking procedure are reflected correctly. Create and update group block notes to provide relevant data pertaining to all group reservations and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract. Provide and maintain reports and records of assigned groups during stay and after departure and follow up on any group inquiries. Monitor and Utilize Passkey Group Reservation Tool and other as appropriate.
• Stay abreast of current rates, rate changes and all promotions, current facilities, services, hours of operation, etc.
• Attend pre-meeting planning meetings or conferences as needed or requested.
• Respond to guest concerns or complaints. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Promote teamwork and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned.

Requirements

Associate degree and one year of experience as a front desk agent, reservations coordinator or relevant field of work, or an equivalent combination of education and experience. Must speak fluent English.

Qualifications

• Ability to perform the following:
• Speak and listening usually while sitting
• Use a keyboard to type in reservation information
• Location: On-site

Skills

• Proper communications skills are used significantly when interacting with clients, guests and team members.
• Reading and writing abilities are needed to review and process contracts, guest reservations and daily reports.
• Basic mathematical skills are used.
• Computer skills are required.
• Knowledge of Microsoft Office (Outlook, Excel, Word, etc.) are required. Knowledge of Opera PMS is preferred.
• May be required to work nights, weekends, and/or holidays.

Benefits

We offer a competitive financial and benefits package which includes medical, dental, vision, disability and life insurance support, and a matching 401k plan. We offer complimentary dry cleaning and employee meals. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

Pay

Hiring Salary: USD 30.13 - 34.13 Hourly