Cluster Reservations Agent - InterContinental Hotel & Residences Abu Dhabi

Role Overview

Cluster Reservations Agent at InterContinental Hotel & Residences Abu Dhabi, operated by IHG Hotels and Resorts. Located in the heart of Abu Dhabi, this role supports reservations for both the hotel and residences, combining luxury, comfort, and personalized service for guests.

Company Overview

InterContinental Hotel & Residences Abu Dhabi is part of IHG Hotels & Resorts, a global hospitality group committed to creating inclusive teams where colleagues bring their whole selves to work. IHG promotes a culture of trust, support, and acceptance, celebrating difference and welcoming diverse backgrounds, experiences, and perspectives.

Role Purpose

Handle guest reservations and enquiries across the cluster with professionalism and accuracy, ensuring every interaction reflects the commitment to delivering exceptional guest experiences.

Key Responsibilities

Reservations & Guest Services

• Handle incoming reservation calls, emails, and enquiries in a professional and timely manner.
• Assist guests with room and residence reservations, amendments, cancellations, and special requests.
• Ensure all reservations are accurately entered and maintained in the system.
• Provide accurate information on room types, rates, packages, promotions, and hotel facilities.
• Handle guest concerns professionally and ensure appropriate follow-up.

Revenue & Sales

• Maximize revenue opportunities through effective upselling and cross-selling.
• Follow up on reservation enquiries and potential business opportunities.

Coordination & Compliance

• Coordinate closely with Front Office, Sales, Revenue, and other departments to ensure smooth guest experiences.
• Follow IHG and hotel standards, policies, and procedures at all times.
• Maintain a high level of product knowledge and stay updated on hotel and cluster offerings.

Qualifications & Experience

• Previous experience in Reservations, Front Office, or a similar hotel role is preferred.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong customer service and sales skills.
• Good knowledge of hotel reservation systems and Microsoft Office.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• A positive attitude and a genuine passion for hospitality.
• Fluency in English is required; additional languages are an advantage.

Additional Information

IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. Competitive salary, room discounts, and training opportunities are offered. The organization supports wellbeing through the myWellbeing framework, covering health, lifestyle, and workplace support.