Reservations Agent

About the Company

Become part of a prestigious hotel within the extensive Accor network, which comprises over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations worldwide. We value your unique contributions and provide ample opportunities for career growth and advancement. Our culture emphasizes creating a positive, memorable impact for guests, colleagues, and the environment through responsible hospitality. Embrace the Heartist® spirit and let your passion lead you in a dynamic industry.

Role Overview and Responsibilities

• Acquire comprehensive knowledge of all hotel services and facilities to assist guests effectively.
• Handle guest inquiries regarding room rates, outlet locations, and room availability.
• Maintain full familiarity with reservation systems and processes.
• Communicate clearly and listen attentively to reservation requests to collect all necessary details.
• Record and manage advance deposits accurately.
• Organize rooming lists, group bookings, and note special requests and billing instructions.
• Keep reservation files complete, current, and orderly.
• Understand the interrelation between Reservations, Front Desk, Sales, and Accounts departments.
• Comply with all hotel policies and procedures.
• Stay up to date with changing rates and group inquiry processes.
• Complete daily shift tasks and assist teammates when needed.
• Monitor room availability diligently to manage inventory effectively.
• Understand and aim to meet departmental goals related to average room rates and occupancy.
• Accurately accommodate and document guests' special requests.
• Advise guests on the best room type based on their needs and to optimize room revenue.
• Explain guarantee and cancellation policies clearly to callers.
• Describe room features and highlight benefits and amenities to enhance sales.
• Apply sales techniques to personalize guest interactions, offer alternatives or direct guests to affiliate properties during peak occupancy.
• Respond to guest questions regarding hotel facilities, services, promotions, and events.
• Assign and communicate reservation confirmation and cancellation numbers, providing options for email or fax delivery.
• Identify guest needs by asking open-ended questions to ensure complete information gathering.
• Use upselling strategies to maximize hotel revenue.
• Recognize repeat guests through appropriate coding.
• Support management with additional duties including assistance during large events or hotel functions.
• Participate in Task Force Teams for new hotel openings as required.

Qualifications

• At least one year of experience in a similar role within a 5-star hotel.
• High school diploma or equivalent.
• Proficient with Opera or comparable reservation systems.
• Strong interpersonal skills combined with excellent problem-solving abilities.
• Fluency in English is essential; proficiency in additional languages is advantageous.

Additional Information & Benefits

• Employee benefit card offering discounts at Accor properties worldwide.
• Access to learning and development programs through Accor Academies.
• Career advancement prospects within the hotel and across the global Accor network.
• Opportunity to contribute to corporate social responsibility initiatives, such as Planet 21.