Reservations Agent (F/MX)

Victoria Golf Resort & Spa Managed by Accor

The property will be managed by Accor under white label while it undergoes a comprehensive property improvement plan. Upon completion, Victoria Golf Resort & Spa will be fully rebranded as a Fairmont property, its exceptional golf facilities and beautiful natural surroundings perfectly complementing the wider Fairmont Hotels & Resorts portfolio. Accor will ensure a seamless transition and integration of Fairmont’s signature brand markers, complemented by touches that celebrate the property’s local culture – positioning the hotel at the heart of the local community and destination.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Reservations Agent 

Every memorable journey begins with a first conversation — and at Victoria, our Reservations Agents are the architects of these first impressions.

In this role, you won't just make a booking; you will create a unique and special connection, one that invites our guests into a world of unforgettable moments.

With warmth, authenticity, and a deep understanding of their needs, you will craft tailor-made experiences that transform a simple stay into a cherished memory.

Summary of Responsibilities:

Reporting to the Director of Revenue, essential duties and responsibilities include, but are not limited to :

• Consistently offer professional, friendly, and engaging service.
• Handle all types of reservations – from individual travelers to travel agencies, as well as group rooming lists and tours.
• Ensure that all reservation requests are processed promptly and according to established standards.
• Complete daily tasks such as Alerts, Traces, Pickups, Online Reservation System (ORS) bookings, Opera Exchange Interface (OXI interface), and no-show management.
• Update rates and availability across online booking channels.
• Monitor availability and updates across all booking channels (room types).
• Communicate consistently about current and upcoming promotions.
• Regularly inform the Front Desk about specific reservations (e.g., long stays, VIP guests, etc.).
• Provide continuous feedback to the Sales department regarding new clients and reservation developments.
• Participate in monthly departmental meetings.
• Learn and apply LQA technical and emotional standards.
• Attend all required training sessions.
• Commit to high-quality service, discretion, and complete honesty.
• Maintain excellent communication and teamwork with colleagues.
• Maintain a professional attitude, a warm smile, and composure at all times.
• Uphold impeccable grooming, cleanliness, and hygiene standards.
• Adhere to company standards and departmental procedures.
• Follow ergonomic, health, and safety regulations.
• Respect all brand policies.

Qualifications :

• Minimum of one year of experience in Reservations or Front Office.
• Fluent in English & Portuguese spoken and written.
• Degree from a Hospitality School or in a related field.
• Management System (PMS) is required.
• Good knowledge of other languages is an asset.
• Proficiency in Outlook, Word, and Excel.
• Knowledge of platforms such as TrustYou, Expedia, Booking.com, and other extranets is an asset.
• Strong team spirit.
• Exceptional interpersonal, communication, and organizational skills.

Our Values

Respect:

We value the needs, ideas, and individuality of others. We treat everyone with fairness and dignity.

Belonging:

We celebrate our differences. We support one another and always stand together.

Integrity:

We build trust through mutual respect and authenticity.

Empowerment:

We have the power to take initiative and anticipate moments that create unforgettable experiences.

Excellence:

We build genuine connections and cherish every opportunity to make those around us feel special.

Diversity and Inclusion

Committed to creating an inclusive environment where diverse talents thrive. we welcome candidates from all backgrounds to join our team.

Employee Benefits

Join our team and enjoy a range of exclusive colleague benefits, including complimentary upgrades, extended stays, discounted stays at Accor , Fairmont and Raffles properties, special discounts on dining and wellness services, and additional luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.