Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job Description
Reservations Agent
You are the beginning of an exceptional guest experience. As a Reservations Agent, you will make our guests feel welcome and reflect the exceptional experience the come when they arrive!
What is in it for you:
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities
What you will be doing:
Consistently offer exceptional, friendly and engaging service
Ensure the best selection for the guest and ensure revenue is maximized through up-selling
Recommend property facilities and assist guests with information and special requests
Book room reservation requests, enter rooming lists, and update accurate information in the system
Duties / Responsibilities:
• Booking Management: Process individual and group hotel reservations accurately across multiple booking channels, including telephone, email, and online platforms.
• Guest Communication: Act as a primary point of contact to handle booking amendments, answer facility enquiries, and coordinate special pre-arrival requests.
• Revenue & Upselling: Convert incoming enquiries into confirmed bookings and actively identify opportunities to upsell room types and hotel services.
• Group Coordination: Manage corporate and group allocations, track room blocks, and closely liaise with event organisers to prepare rooming lists.
• Cross-Hotel Teamwork: Work collaboratively with the Reception and Sales teams at both Novotel and ibis Southampton to ensure seamless guest transitions.
Qualifications
Required Skills / Experience:
• Customer Service & Communication: Excellent written and spoken English with a confident, professional phone manner and a strong guest-focused attitude.
• Organisation & Multitasking: Proven ability to manage multiple administrative tasks simultaneously with high attention to detail in a fast-paced environment.
• Problem-Solving & Adaptability: A calm, resourceful, and flexible approach to handling unexpected customer enquiries or scheduling challenges.
• Commercial Awareness: Basic understanding of sales with the confidence to identify upselling opportunities and convert enquiries into business.
• Systems & Scheduling Flexibility: Quick to learn new digital platforms (like hotel booking systems) and fully flexible to work a 7-day rota, including weekends and public holidays.
Additional Information
Experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus
