Junior Reservations Agent

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.

About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards, Fairmont Hotels & Resorts is a celebrated collection of hotels that included landmark locations like London's The Savoy, New York's The Plaza and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Scope of Position:

Reservations Agents are responsible for selling the rooms and services of the Cape Grace and preparing all details to ensure the stay of our guests will become a memorable moment in the heart. A Reservations Agent is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you provide over the telephone and email will make our guests feel valued and reflect the exceptional hotel experience to come.

Responsibilities:

• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Responds to enquiries about hotel products and services over the telephone, email, etc.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and wholesaler’s guests.
• Has a general understanding of Groups - including cut off dates, blocking and booking policies and procedures.
• Acts in accordance with the standards, conforms to the policies and procedures.
• High communication skills verbal and written. Perfect use of English.
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• Promotes and practices all organizational values of teamwork, mutual respect, integrity and empowerment among all co-workers.
• To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate bookings and guest confirmations
• Manage and follow up on all deposit payments in line with the FIT terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest or group arrival.
• General Data capture and system maintenance of various fields in our operating system which may be duplicated.

PIPELINE LEVEL

• Manage self.

LEVELS OF ACCOUNTABILITY

• Reporting to the Assistant Reservations Manager and Reservations and Revenue Manager

LEVELS OF RESPONSIBILITY

• Responsible for own performance

COMPETENCIES

• Calculations
• Analytical thinking
• Organizing
• Action Planning
• Service Orientation
• Flexibility and adaptability
• Strong attention to detail
• Admin oriented

Financial: Satisfied Shareholders

• To ensure that all quotes compiled are accurate and every attempt is made to secure the business for Cape Grace.
• Manage and follow up on all deposit payments in line with the reservation terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest’s arrival.

Customer Service: Delighted Customers

• Models the Organizational Values
• Matching the features and benefits of our product offering to ensure that we exceed our guest’s expectations.

Processes: Effective Processes

• To interact with Housekeeping, Front Office, Spa and Food & Beverage, where necessary, ensuring any new and relevant information is communicated between these departments and Reservations. 
• Maintains department Standard Operating Procedures and devise benchmark to be adhered to.
• Manage workload fairly, ensuring that our turnaround time is adhered to.

GENERAL KNOWLEDGE AND RESPONSIBILITIES

• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the highest standard of service, appearance and social skills set according to the company policy.
• Works in harmony with all departments and employees, is willing to assist others if and when required.
• Attends all training workshops as and when required.
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed from time to time.
• Assist the Reservations Manager with any administration requirements or upcoming projects.
• Other duties as assigned.

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• Previous experience in similar positions and customer service would be advantageous.
• Proficiency in English (Verbal, Written, Reading), second language is an asset
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and suppliers.
• Demonstrated experience using:
  • Opera Property Management System
  • Microsoft Office Suite to at least Intermediate level
  • Previous experience on TARS would be advantageous.
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.
• Must possess outstanding Sales skills, guest service skills, professional presentation and sophisticated communication skills.
• Must be able to handle multitude of tasks in an intense, ever-changing environment while remaining calm, collective and accurate.
• Must be flexible in terms of working hours (Shift Timing)

Our commitment to Diversity & Inclusion:

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