Reservation Manager

"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. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Main Duties:

• To manage the reservations operations, including the communication Center, ensuring the hotel standards and procedures are fully known and followed.
• To ensure proper teamwork and supervise the reservation and telephone operator section at all times.
• To ensure that all incoming and outgoing room reservation requests are attended to and handled as per the hotel standards and procedures.
• To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and increase revenue.
• To recognize potential clients and to transmit information to the Sales Department
• To recognize VIP guests and to apply the concerned policies.
• To maintain a good commercial relationship with all the bookers: Guests/companies/Agencies.
• To promote the Accor loyalty programs and the hotel promotions.
• To ensure the privacy of the guests and the confidentiality of the information is respected.
• To act as a representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest's satisfaction, and recording it.

• To call Dir. Of Rooms or the RM for advice in serious cases or if approval is required.
• To be fully aware of and to report all guest comments or complaints.
• To ensure that telephone etiquette is properly used as per Sofitel standards.

• To ensure a perfect knowledge of room types and rate structure among the reservation team.
• To ensure the accuracy of all booking information entered in the PMS.
• To ensure the Guest History records are accurately maintained and all recurring guests are pre-registered.
• To ensure a perfect knowledge of the hotel configuration and products among the team members.
• To ensure the achievement of Quality tools and yield Management performance with the reservation team.
• To implement and control the Focus and other financial and audit procedures.
• To offer assistance at any time in the operation and monitor, highlight, and suggest improvements on any dysfunction.
• To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the setups.
• To implement and follow up daily checklists.
• To assist in securing external guest accommodation should an overbooking occur
• To know the competitors and to gather information about their activities and Sales

• College degree in hotel management.
• 3 years experience in hotel reservations and rooms divisions.
• Familiar with the hotel operations available technology (Opera) and all distribution channels.

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.