Reservations Agent

Company description

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Do what you love, care for the world, dare to challenge the status quo!
#BELIMITLESS

Our commitment to diversity & inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

What’s 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.

Job description

• Have a thorough knowledge of the entire hotel services and facilities.
• Answer inquiries of room rates, outlets and room locations.
• Be totally familiar with all aspects of the reservation systems.
• Handle all reservation requests using good listening and communication skills to secure information necessary to complete a reservation.
• Post advance deposits and keep accurate records of deposits.
• Process rooming lists and group blocks and indicate special requests and billing procedures.
• File and process reservations correspondence, make certain all files are current and in order.
• Have knowledge of front desk, sales and accounts departments and how they relate to the reservations department.
• Abide by the hotel’s policies and procedures.
• Be familiar with changes in the rates and group enquiries.
• Complete daily shift task list and aid others.
• Be aware of inventory management and keep a constant check on the room types available throughout the day.
• Have an understanding of departmental goals and projections for average rate and occupancy.
• Accommodate and document special requests in an accurate and efficient manner.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Explain guarantee and cancellation policies to callers.
• Describe room accommodations and benefit feature sale amenities to guests.
• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
• Answer guest questions about property facilities and services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Assign confirmation and cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information.
• Follow up selling techniques and sales strategies in order to maximize property revenue.
• Identify repeat guests using appropriate codes.
• Perform any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions.
• Carry out any other reasonable task as requested.
• Assist in task force teams for new openings.

Qualifications

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Degree or diploma in hospitality management is an