Reservations Agent at Accor

Reservations Agent at Accor – Accor Kenya Job Details

Job Description

• Use of the hotel PMS to process and input all reservations types within the same working day
• Responding to guest calls according to hotel policy and ensuring an outstanding guest experience
• Ensuring accurate data is recorded for all reservations
• Upkeep of all reservation records
• Ensuring timely communication with guests in line with company policy and procedure
• Maintain a positive selling approach to maximise yield in both occupancy and rates.
• Assisting in keeping all information accurate and up to date to ensure correct information being provided to guests
• Handle Group and Individual Reservations inquiries according to the stringent Reservations Standards set forth by management to enhance guest engagement and maximize overall hotel revenue
• Aims to upsell rooms and other services to maximize the profitability of the company
• Is fluent in all Accor distribution and reservations systems, Accor Rate architecture and Revenue practices
• Liases and cooperates with other departments as needed
• Creates reports or partake in projects as directed by management
• Assists other sections as and when needed

Qualifications

• Diploma in Hotel Management or related field
• Minimum of 1 year experience in a similar role in a 4/5 star Hotel
• Demonstrated ability and passion to deliver exceptional guest service over the phone and face to face
• Have a strong sales focus and the ability to upsell the hotel features
• Sound Knowledge & application of OPERA
• High level of attention to detail
• Team player with high level of initiative & the ability to work autonomously
• Excellent written and verbal communication skills
• Intermediate knowledge & application of Microsoft packages & PC usage
• Exceptional organisational & time management skills