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.

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"

Key Responsibilities:

• Provides a friendly, smooth, prompt and courteous service to all guests and reservations.
• Responsible for the sales and management of all group bookings of 8 rooms or more
• Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group. 
• Making reservations for customers based on their various requirements and budgetary allowances.
• Maximising revenue by converting enquiries, recognizing business prospects and opportunities to upsell. 
• Possessing a thorough knowledge of the hotel and its offers from a product perspective and being able to use the feature and benefit sales technique confidently 
• Responding to all guest enquiries in an engaging manner whilst using Accor Hotel standards with the aim of converting every enquiry into a booking by delivering efficient and intuitive guest service. 
• Updating reservations ensuring a flawless arrival and departure experience. 
• Understanding our targets, forecasts and figures and how your role contributes to the success of the hotel. 
• Assist to make all room reservations and ensure maximize room revenue for all and ensure all reservation details are updated on all computers within required operating procedures.
• Building relationships with both our guests and your fellow colleagues 
• Processing payments and sending confirmation details to customers.
• Handle guest complaints and enquiries in an efficient and professional manner and ensure the Group Services Manager is informed of any guest feedback. 
• Providing support to customers who may need to amend or cancel a reservation.
• Ensure all incoming calls are dealt with courtesy and ensure efficient resolution of all guest inquiries for various hotel services and operations.
• Ensures a clear line of communication with other departments for special requests or other reservation-related matters.  
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required. 
• Monitors the order and cleanliness in the office area & participates in regular departmental meetings.

Qualities & Capabilities:

• Experience working with Opera Cloud or a related system
• Previous experience in a reception, reservation or duty manager role would be preferred
• Your passion for hospitality, and your enthusiasm for what you do are clear for all to see.
• You are gifted in building authentic relationships with our guests and colleagues, tuning into what they need and always going the extra mile to make them feel special. Nothing is too much trouble.  
• You are adaptable, and enjoy doing a variety of different things. You would never say ‘it’s not my job!’ 
• You have tremendous attention to detail and are committed to doing everything you can to get it right first time for our guests and colleagues 
• You are constantly thinking about how we can improve the way we do things and create and even better guest and colleague  experience 
• You are enthusiastic and have a positive personality with the ability to build genuine and trusting relationships
• You have proven organisational and time management skills
• You have excellent communication skills, both verbal and written with the ability to communicate effectively with people at all levels
• You have a passion for delivering exceptional guest service
• You work well under pressure, juggling tasks and prioritising brilliantly, so that you consistently deliver to a high standard