EN - Reservation Agent at Accor

Job Description

Reservations Agent

• You are the beginning of an exceptional guest experience. As a Reservations Agent, you will be responsible for handling all incoming telephone calls and emails as well as administering bookings in our busy and exciting hotel environment. 

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

Reporting to the Reservations Manager, responsibilities and essential job functions include but are not limited to the following: 

• Answer all calls promptly and in a courteous and efficient manner. Ensure that all relevant information is obtained.
• Assist in the optimisation of hotel occupancy & average room rates by ensuring all reservations are accurately actioned within the same working day.
• Process and input transient, FIT and corporate reservations following hotel reservations policy. Handle enquiries for group bookings (business & leisure) via email or phone. 
•  Ensure that all details are updated in a timely manner for group bookings (chasing of options, contracts, rooming lists, proforma invoices, prepayment etc.)
•  Respect and apply the hotel’s pricing policy and implement the Revenue Management policy.
• To be fully aware of the hotel bedroom types, hotel facilities and its location including transport links
• To be up to date with restricted dates, special offers and promotions
• Complete checks for duplicate bookings and take necessary action
• Handles and resolve all customers' complaints in an efficient manner
• Ensure all outward correspondence complies with company procedures and any unusual correspondence is flagged to the Reservations Manager.
• Ensure that any requests are passed on to the relevant department for action
• Offer and explain “ALL” Loyalty Programme to customers.
• Maintain a positive selling approach to maximise yield in both occupancy and rates.
• Any other duties assigned from time to time by the Department Manager/Supervisor

Qualifications

Your experience and skills include:

• Previous experience within luxury hotels or a similar role
• Excellent communication, presentation and interpersonal skills 
• Good team player
• Good organisational skills.
• Fluent in English - spoken & written.
• Computer literacy in Microsoft programs (Outlook, teams), Opera and Microsoft Office applications
• Proven track record of surprising and delighting guests to provide exceptional service
• Ability to communicate clearly and efficiently in English, both verbal and written.