Reservation Agent

About the Company

Accor is a global leader in responsible hospitality, encompassing over 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle venues across 110 countries. The company fosters an environment where employees, known as Heartists®, are encouraged to innovate, grow their careers, and provide heartfelt service in a supportive setting.

Position Overview

As a Reservation Agent, you will manage all room booking inquiries under the direction of the Cluster Assistant Reservations Manager, while striving to optimize hotel revenue through upselling and encouraging longer stays. Your role will involve maintaining accurate reservation records and delivering outstanding customer service.

Key Responsibilities

• Maximize hotel revenue by effectively converting reservation inquiries according to the hotel’s sales strategy.
• Respond promptly and professionally to all reservation requests via phone, fax, or email, aiming to secure bookings.
• Demonstrate in-depth knowledge of Opera and TARS reservation systems and utilize them accurately to process bookings.
• Follow minimum rate and minimum stay policies as outlined by the revenue team to secure the best possible income for the hotel.
• Enter reservation details meticulously into the Opera system, ensuring accuracy and completeness.
• Update special guest requests and billing information as needed within Opera.
• Provide courteous and helpful responses to all incoming calls and queries.
• Inform guests about hotel facilities and services, leveraging opportunities to promote additional products and upsell hotel amenities.
• Complete processing of all inquiries and booking confirmations on the same day they are received.
• Maintain organized filing systems for all departmental correspondence.
• Develop rapport with customers and repeat bookers to foster loyalty and repeat business.
• Identify potential sales leads to assist the sales team with new client accounts.
• Stay informed about the hotel's financial goals and understand the reservations team's role in meeting these targets.
• Maintain high levels of accuracy, attention to detail, and a positive professional attitude.
• Collaborate effectively within the team and support colleagues by performing additional duties as assigned.

Qualifications and Skills

• Possess 1 to 2 years of experience in front office, reservations, or sales roles, preferably within the hospitality sector.
• Exhibit professional telephone manners and excellent written communication abilities.
• Proficient with property management systems such as Opera Cloud and skilled in Microsoft Office tools.
• Detail-oriented with the ability to manage multiple tasks in a fast-paced work environment.
• Strong problem-solving skills with the capability to make autonomous decisions.
• Available to work flexible hours including weekends and public holidays.
• Passionate about delivering exceptional customer service with a customer-focused approach.
• Capable of working well in team settings and contributing to collective objectives.
• Excellent organizational skills and meticulous attention to detail.

Additional Information

• Strong interpersonal skills accompanied by effective problem resolution abilities.
• Fluent in English; knowledge of additional languages is advantageous.