Reservations Agent | InterContinental Cascais-Estoril

As a Reservations Agent, you will be a crucial ambassador for the InterContinental Cascais-Estoril, ensuring a seamless and positive booking journey for our guests. You will embody IHG's core values by:

• Being Guest-Centric: Proactively understanding guest needs and preferences to provide tailored reservation solutions.
• Driving Results: Efficiently processing reservations, maximizing revenue opportunities through upselling, and achieving team targets.
• Working Responsibly: Maintaining accuracy in all reservation details and adhering to IHG's operational standards and procedures.
• Doing the Right Thing: Demonstrating integrity and professionalism in all interactions with guests and colleagues.
• Celebrating Difference: Contributing to an inclusive and collaborative team environment, embracing diverse perspectives.
  
  

Key Responsibilities:

• Manage and respond to all reservation inquiries (phone, email, online channels) in a prompt, professional, and courteous manner, adhering to IHG brand standards.
• Provide detailed information about room categories, availability, hotel services, and local attractions, showcasing the unique offerings of the InterContinental Cascais-Estoril.
• Accurately process individual and group reservations, modifications, and cancellations within the hotel's Property Management System (PMS), ideally Opera, ensuring data integrity.
• Identify and leverage opportunities to upsell rooms, packages, and hotel amenities to enhance the guest experience and maximize revenue.
• Maintain a thorough understanding of current promotions, seasonal offers, and special events.
• Collaborate effectively with Front Office, Sales & Marketing, and other hotel departments to ensure seamless communication and guest satisfaction.
• Maintain accurate guest profiles and reservation records, adhering to IHG's data privacy guidelines.
• Handle guest feedback and concerns related to reservations with professionalism and efficiency, escalating issues as necessary.
• Adhere to all IHG and hotel policies and procedures.
  
  

What We're Looking For:

• A demonstrable passion for the hospitality industry and a commitment to delivering exceptional guest service, aligning with IHG's service philosophy.
• Excellent verbal and written communication skills in both English and Portuguese. Proficiency in additional languages is advantageous.
• Strong attention to detail and a proven ability to work with accuracy, reflecting IHG's commitment to quality.
• Previous experience in a reservations role within a luxury hotel environment, preferably within the IHG family or a similar international brand.
• Familiarity with hotel Property Management Systems (PMS), particularly Opera, and online reservation platforms.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks effectively.
• A proactive and positive attitude with excellent problem-solving skills.
• Professional presentation and demeanor, reflecting the standards of the InterContinental brand.
• A team player with strong interpersonal skills and the ability to build positive working relationships.
• Knowledge of the Cascais-Estoril region and its attractions is a plus.
  
  

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.