Assistant Reservation Manager

• In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known
• Sell the InterContinental Hotels Group products and services using up-selling and suggestive selling techniques
• Promote the Hotel’s (and IHG generally) products and services
• Maintain a high level of product and service knowledge about all ICHG Hotels in your region
• Develop and maintain a regular pattern of sales calls
• Prepare and execute action plans which increase reservation sales and associated business
• Record and process reservations made by phone/fax/email
• Accept wait list reservations
• Process amendments to reservations such as extensions, early departures, etc
• Manage “no show” reservations by investigation and recording of same
• Record special billing arrangements for groups and conventions
• Liaise with Front Office Manager or Finance Manager for all reservations requiring credit approval
• Maintain knowledge of special rates/ offers/ promotions
• Monitor reservation levels and inform Managers of current and future occupancy rates
• Prepare reports as requested (eg to travel agents, business houses etc)
• Prepare reservation sales reports
• Perform any duties and tasks entrusted to you by InterContinental Mauritius within the framework of your band category, according to your skills and competencies.

Self Management

• Comply with hotel rules and regulations and provisions contained in the employment handbook.
• Comply with company grooming and uniform standards.
• Comply with timekeeping and attendance policies.
• Actively participate in training and development programs and maximize opportunities for self-development.

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards to include: -
• Being attentive to guests.
• Accurately and promptly fulfilling guest requests.
• Understand and anticipate guest needs.
• Maintain a high level of knowledge which will enhance the guest experience.
• Demonstrate a service attitude that exceeds expectations.
• Take appropriate action to resolve guest complaints.
• Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
• Be able to promote the hotel (and InterContinental Hotels Group generally) products and services.
• Maintain a high level of product and service knowledge about all InterContinental Hotels Group hotels in your region.