Reservations Agent (Part-Time) - Holiday Inn Express Singapore Serangoon

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.