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***Important note - this position will be hired on a temporary basis, for an assignment of approximately six (6) months in duration. This position will not be hired for a permanent role***
About Us
Do you see yourself as a Group Reservations Coordinator? What's your passion? At IHG we're interested in YOU. 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.
As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.
Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.
Your Day to Day
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.
Financial Returns:
- Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
People:
- Promote team work and quality service through daily communications and coordination with other departments. Notify sales of any group bookings.
Guest Experience:
- Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
- Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Responsible Business:
- Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system.
- Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel’s reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers. Designate and apply appropriate travel agency commissions.
- Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting. Complete daily logs according to established procedures.
May assist with other duties as assigned such running daily reports, e.g. the cancellation, booking, or arrival reports.
What We Need From You
Basic reading, writing, and math skills and six months experience as a reservationist or front desk agent. High school or equivalent preferred. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
- Speak and listening usually while sitting
- Use a keyboard to type in reservation information
Other:
- Communication skills are utilized a significant amount of time when interacting with guests, clients and employees.
- Reading and writing abilities are utilized often when reviewing and processing guest reservations or daily reports.
- Basic mathematical abilities are used some of the time.
- May be required to work nights, weekends, and/or holidays.
The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
What We Offer
The hourly pay range for this role is $20.21 to $26.94. This range is only applicable for jobs to be performed in Los Angeles, California. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
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.
So what's your passion? Please click “Apply” and tell us how you could bring your individual skills to IHG.
IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans
