Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues

Hospitalityis a work of heart,

Join us and become a Heartist®.

Job Description

What do we expect from you

Under the general guidance of the Cluster Assistant Reservations Manager or any other authorized by the management, handle all room reservation enquiries to the required standard, maintain accurate and complete records of all reservations, and take every opportunity to maximize revenue potential for the hotel through upselling and increasing length of stay.

How Your Day Looks Like

Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy and providing an excellent standard of customer service.
To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings.
To be fully knowledgeable in the operation, functionality and standards required in using Opera and TARS System.
To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue. team, whilst always attempting to gain the highest possible revenue advantage for the hotel
To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards.
To update any special requests and billing details in Opera.
To provide polite and friendly response to all incoming telephone enquiries.
To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible.
To process all enquiries and reservation confirmations on the same day as receipt.
To maintain accurate filing systems for all correspondence within the department
To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities.
To identify potential sales leads for the sales team to develop future accounts.
To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets.
To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude.
To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the team and management.

Qualifications

Minimum of 1-2 year experience in Front Office, Reservations, or Sales, preferably in the hospitality industry
Professional telephone etiquette and strong written communication skills
Proficiency in Property Management Systems (e.g., Opera Cloud) and Microsoft Office applications
Detail-oriented with the ability to multitask in a fast-paced environment
Strong problem-solving skills and ability to make decisions independently
Flexible availability to work various shifts, including weekends and holidays
Customer-focused mindset with a passion for delivering exceptional service
Ability to work collaboratively in a team environment
Strong organizational skills and attention to detail

Additional Information

Strong interpersonal and problem solving abilities
Fluency in English , additional languages are a plus

Reservation Agent

Reservation Agent