Reservations Agent at Accor

Job Description

You will be required to:

• Ensure all guest enquiries are handled professionally, providing callers with comprehensive information regarding hotel services.
• Responsible for performing the daily arrivals check and accurately check arrivals/reservations on rate, market segment, notes and traces
• Ensure all reservations are accepted, recorded and confirmed in accordance with company policy and in an efficient and courteous manner.
• Confirming reservations and entering all room reservations into the reservations system Opera
• Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times.
• Assist in the smooth running of the Reservations department. Balance and audit all Front Office postings and settlements.
• Handling all incoming telephone calls, internet bookings, emails and faxes
• Ensure all back up is attached to the daily folder that is distributed to the Front Office.
• Attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
• Attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.
• Recognize potential clients and to transmit information to the Sales Department.
• Recognize VIP guests and to apply the concerned policies.
• Promote the Accor loyalty programs and the hotel promotions / Members rate.
• Respect the privacy of the guests and the confidentiality of the information.
• Have a perfect knowledge of room types and rate structure.
• Maintain an accurate Guest History.
• Have a perfect knowledge of the hotel configuration and products.
• Know the competitors and to gather information about their activities and sales.
• Provide updated reports and statistics to the Management and other departments.
• Fulfil administrative tasks and filing.
• Be aware of and to follow emergency and security procedures.
• Maintain an atmosphere of high morale and a happy working relationship among the team.

Qualifications

• Bachelor’s degree in hotel management or relevant education for this role.
• 1 to 2 years work experience in a similar position is preferably in a luxury hotel.
• Ability to remain calm during difficult situations in a very busy environment.
• Excellent command of English, other languages would be an added advantage.
• Strong interpersonal and communication skills with a focus on luxury customer service.
• Must be detail-oriented, organized and willing to go above and beyond to deliver luxury service.
• Previous experience with Opera/Opera Cloud a plus and/or a comparable property management system (PMS).
• Must have experience working with computers, specifically Word, Excel and messaging.
• Qualified candidate will be detail-oriented, and organized.
• Must be flexible with days and hours and be willing to work AM or PM shift including Holidays and Weekends.