Reservation 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"

• Understand the key principles of Pricing Strategies.
• To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.
• To have complete understanding of the Hotel’s Employee Handbook and adhere to the regulations contained within.
• Be fluent on all hotel products and services.
• Be fully conversant with all market segments and rate plans used across all distribution channels.
• Complete understanding and effective execution of Opera PMS.
• Complete understand and effective use of the Hotel’s telephone system
• Foster Raffles Family’s Values (Passion, Excellence, Fun & Family)
• Maintains good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• Always acknowledge and greet guests in a prompt, friendly, professional and genuine manner.
• Speak clearly when you are addressing your guests as FRIENDS.
• Make FRIENDS at ease by always wearing your RAFFLES SMILE; friendly genuine smile and a happy attitude at all times.
• Go the extra mile to make sure every guest’s expectations are not just met, but exceeded.
• Arrive on time for your shift properly dressed.
• Performs any other duties as assigned to him/her by management.
• Utilize effective up selling techniques
• Be flexible in sales technique through offering the right product to the right guest at the right time
• Responsible for effective implementation and compliance with Reservation & PBX Standards
• Handle faxes and emails pertaining to rooms reservations
• Handle the telephone traffic to other departments.
• Handling guest requests & complaints on the phone, divert them to the related departments when necessary.
• Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database and to merge profiles
• Ensure market segmentation is accurate for each reservation
• Follow up cross-sell opportunities including dinner, spa, welcome service.
• Follow up and practice all Reservations & PBX SOP details in the line of all standards.
• Achieve personal goals that are assigned by the management team.

• Strong interpersonal skills with attention to detail
• Strong written and verbal communication skills
• A team player with a positive attitude
• Self-motivated, creative and confident, with a highly energetic personality
• Creativity, Stress Management, Self-Development
• Ability to handle multiple tasks
• Ability to meet deadlines consistently
• Must be organized and ability to work and follow systems and procedures
• Must be adaptable to change of strategy, ideas, systems etc.
• Must be guest service oriented