InterContinental Singapore Robertson Quay is seeking a dedicated and customer-focused Reservation Agent to joiun our dynamic team. As a Reservation Agent at InterContinental Singapore Robertson Quay, you will be the voice and first impression of one of Singapore’s most sophisticated lifestyle hotels.
In this role, you will be responsible for handling all reservation inquiries, confirmations, modifications, and cancellations for the hotel. You will serve as the first point of contact for guests, providing accurate information and delivering outstanding service to ensure a smooth and seamless booking experience.
Beyond taking reservations, your role contributes directly to the guest journey — from pre-arrival through to their stay. You’ll work closely with the Front Office, Sales, and Revenue teams to ensure booking accuracy, maximize room occupancy, and uphold service standards that reflect the IHG brand. Whether assisting with special requests or supporting in upselling efforts, your attentiveness and communication skills will help set the tone for memorable guest experiences.
At Intercontinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and in the know which means we need you to:
Invite discovery: we are open to experiencing and building our knowledge of ourselves, the people and the cultures around us – and invite and encourage others to do the same.
Embrace empowerment: we cultivate environments where we celebrate differences, foster belonging and actively empower and care for each other.
Champion possibility: we are proud to be a global luxury brand that continuously innovates, set the standard, and pushes what’s possible for our industry, our guests and our colleagues.
Your Day to Day
- Respond promptly and professionally to all reservation inquiries via phone, email, online platforms, or in person, ensuring a response within 24 hours.
- Act as a brand ambassador by providing comprehensive and up-to-date information on hotel facilities, room categories, rates, promotions, packages, and local attractions to assist guests in making informed decisions.
- Accurately enter, update, and manage all reservations in the hotel’s property management system (PMS) and other booking platforms (e.g., Opera, Concerto, GDS), ensuring all guest details and special requests are meticulously recorded.
- Confirm bookings and send timely, accurate confirmation details to guests.
- Assist guests with special requests, reservation modifications, cancellations, and group bookings.
- Proactively upsell room categories, packages, and hotel services to maximize revenue opportunities.
- Collaborate closely with the Sales & Marketing, Front Office, and Revenue teams to ensure accurate room allocations and maintain rate integrity.
- Communicate all special guest requests, preferences, and booking details to relevant departments to guarantee a seamless and personalized guest experience.
- Monitor daily arrivals, cancellations, and no-shows, providing timely updates to the Front Office team.
- Address guest concerns or complaints related to reservations courteously, efficiently, and with a service-oriented approach.
- Consistently adhere to all company policies, procedures, and brand service standards.
ACCOUNTABILITY
As a vital member of the Front Office and Revenue teams, the Reservations Agent is responsible for delivering a seamless and efficient booking experience that lays the foundation for the entire guest journey.
This role is critical in:
Driving Guest Satisfaction: Taking full ownership of accurate reservation management and proactive guest communication to ensure every guest feels valued and well cared for from the very first interaction.
Optimizing Revenue: Contributing directly to maximizing hotel occupancy and profitability by effectively managing inventory and identifying opportunities for upselling and cross-selling.
Maintaining Operational Integrity: Ensuring all bookings comply with brand standards and that system accuracy is meticulously upheld. The agent’s attention to detail and collaboration with other departments are essential to smooth daily operations and a cohesive guest experience.
Enhancing Team Synergy: Collaborating closely with the Front Office, Sales, and Revenue teams to support the hotel’s overall success and foster a collaborative, high-performance culture.
WHAT WE NEED FROM YOU
- High school diploma or equivalent required; a diploma in Hospitality or Tourism is an advantage
- Prior experience in reservations, front office, or customer service roles within a hotel or hospitality environment is preferred
- Proficient in Microsoft Office
- Ability to maintain a high level of accuracy and focus whilst maintaining attention to detail.
- Strong communication and interpersonal skills with a customer-centric approach
- Excellent attention to detail and strong organizational skills
- Able to manage multiple tasks effectively and remain composed under pressure
- Fluent in English; proficiency in additional languages is an added advantage
- Willing and able to work flexible shifts, including weekends and public holidays as required
What we offer
We’ll reward your hard work with a competitive salary and a comprehensive benefits package – including generous room and dining discounts, exceptional training opportunities and a strong support for your ongoing career development
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 what you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve – visit www.http://careers.ihg.com to find out more about us.
IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.
