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Reservations Agent - The Willard InterContinental Washington

Company: InterContinental Hotels Group
Location: Tacoma
Posted on: March 19, 2023

Job Description:

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.

The Willard InterContinental Washington, DC is one of the most iconic hotels in the Nation's Capital. Since 1818, the Willard InterContinental Hotel has played host to the world's social and political elite. Often referred to as the 'Residence of Presidents', The Willard has welcomed U.S. presidents, foreign dignitaries and celebrities, as well as has been the site of many historic moments in U.S. history. Located in the heart of the nation's capital on Pennsylvania Avenue, the Willard continues to be the hotel of choice for heads of state and leaders of the world's business, cultural, social and political sectors. The hotel's 335 well-appointed large guestrooms include 41 elegant suites. Dining options consist of the Cafe du Parc, a popular French bistro with seasonal outdoor seating, traditional Afternoon Tea in Peacock Alley, the classic Round Robin Bar and Private In-Room Dining. There is over 20,000 square feet of Conference and Banquet space and the hotel hosts events ranging from intimate meetings to luxurious weddings. The Willard InterContinental combines heritage, sustainability and luxury with contemporary comfort and the latest technology.

Your day to day

The moment a guest calls into one of our hotels to make a reservation, they begin a genuinely memorable experience. As a Reservations Agent, you'll not only be the person they rely on to handle the information for their stay, offer local insights and anticipate every detail of a friction-free experience, you'll also be the first person to create the warm welcome that makes our guests feel at home in any location.


* To accurately reflect room type availability based on commitment through:-
* Daily inventory balancing
* Flow through on Group room availability
* Creating Group blocks and corresponding room type commitments
* Monitoring cut off dates and releasing space when due

* To manage room inventory as directed
* To utilize ""The Right Guest in the Right Room"" philosophy in all reservation bookings
* To sell room products utilizing the Top-Down selling technique
* To research and verify commission reports and VIP reports on a daily basis and process accordingly
* To handle guest complaints in a professional and timely manner
* To commit the hotel and respective room types at the prescribed rates as reflected in Opera
* To ensure that all electronic modes of communication are maintained
* To report all telephone and voice mail issues promptly

What we need from you



* Candidates must have at least one (1) year previous experience as Reservationist and preference will be given to candidates with supervisory experience in a Reservations department
* Knowledge of Opera and Switchboard operations is preferred
* Candidate must possess leadership skills, be a self-starter, have excellent communication skills and selling techniques, have the ability to work well with others

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.



1. Two (2) years experience as Front Desk Agent or Guest Relations Agent in a 4 or 5 star hotel.

2. Five (5) years experience in Front Office of a 4 or 5 star hotel.

3. Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.

4. Ability to provide legible written communication to a high standard.

5. Familiarity with yield management and cost controls.

6. Proven success with employee relations' skills and ability to implement and maintain standards.



1. Ability to enforce hotel's standards, policies and procedures with Front Office Associates

2. Ability to forecast accurately.

3 Ability to prioritize and organize work assignments and delegate work.

4. Ability to direct performance of staff and follow up with corrections where needed.

5. Ability to lead and motivate staff and maintain a cohesive team.

6. Ability to identify departmental training needs and arrange for such training to be provided.

7. Ability to be a clear thinker, analyze and resolve problems exercising good judgment.

What we offer

We'll reward all your hard work with a great salary and benefits - including a uniform, great room discount and superb training.

Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.

Not Applicable for Colorado Applicants

Keywords: InterContinental Hotels Group, Tacoma , Reservations Agent - The Willard InterContinental Washington, Sales , Tacoma, Washington

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