Job Description

What’s the Job?
The Reservations Agent (Part-Time) is responsible for handling reservation requests, guest enquiries, booking administration, travel agent relationships and group business generation for Holiday Inn Express Singapore Serangoon.

Financial Returns
• Promote hotel products and services.
• Drive room bookings through travel agents, corporate accounts and group segments.
• Ensure check on all payable commissions and refunds and that they are processed timely
• Ensure all group bookings – rooming list, payment, attrition and acted on timely manner with proper documentation
• Build relationships with travel agents, DMCs, schools, sports groups and event organisers.
• Manage commissions, refunds and group bookings.

Guest Experience
• Promote IHG One Rewards & Hotel’s products and services, including loyalty programs
• Process reservations, amendments and cancellations.
• Respond to guest enquiries and emails within 24 hours.
• Ensure all bookings are accurately entered into hotel systems.
• Maintain knowledge of special rates/ offers/ promotions.
• Handle external and internal guest enquiries efficiently and courteously.
• Provide accurate information regarding special rates, hotel facilities, services, room types, promotions, and local attractions.

Sales & Business Development
• Generate room nights from group segments and meet the budget.
• Maintain travel agent database and conduct regular follow-ups.
• Support group quotations and conversions.
• Work with Sales and Front Office to maximise occupancy.

People
• Coordinate with Sales, Finance and Front Office teams.
• Liaise effectively with Front Office, Housekeeping, Engineering, Security, and other departments to ensure smooth hotel operations.
• Attend meetings and training sessions as required.

Responsible Business
• Follow OH&S and hotel safety procedures.
• Support sustainability and corporate responsibility initiatives.

Accountability
• Achieving reservation and room revenue targets by converting enquiries into confirmed bookings and maximising occupancy opportunities.
• Ensuring all reservations, amendments, cancellations, group bookings, payments, commissions, and refunds are processed accurately and within the required timelines.
• Delivering prompt, professional, and courteous service by responding to guest and partner enquiries within established service standards.
• Maintaining accurate reservation records and ensuring all booking information is correctly updated in the hotel systems.
• Building and maintaining positive relationships with travel agents, corporate clients, destination management companies (DMCs), schools, sports groups, and other business partners to support business growth.
• Supporting the successful coordination of group bookings by ensuring rooming lists, payments, billing instructions, and operational requirements are communicated accurately to relevant departments.
• Collaborating effectively with Sales, Front Office, Finance, Housekeeping, and other operational teams to ensure a seamless guest experience.
• Complying with IHG Brand Standards, hotel policies, financial procedures, and safety requirements while supporting the hotel's sustainability initiatives.
• Protecting the confidentiality of guest information and maintaining high standards of data accuracy and integrity.