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"

Job Summary:

As a Reservations Agent, you will be responsible for providing exceptional customer service and efficiently managing reservation inquiries, bookings, and cancellations. You will assist customers in planning and organizing their travel arrangements, ensuring accuracy and attention to detail. The role requires effective communication skills, both verbal and written, as well as the ability to navigate reservation systems and databases.

Responsibilities:

Customer Service: Provide excellent customer service to guests and clients by addressing inquiries, resolving issues, and ensuring customer satisfaction throughout the reservation process.

Reservation Management: Handle reservation requests promptly and accurately, services according to customer preferences and company policies.

Communication: Communicate with customers via telephone, email, to assist with reservations, provide information, and answer questions about availability, rates, and policies.

Database Management: Maintain accurate records of reservations, including customer details, travel preferences, payment information, and special requests, using reservation management software or databases.

Collaboration: Coordinate with other departments such as sales, marketing, and operations to ensure seamless customer service and resolve any issues or concerns that may arise during the reservation process.

Administrative Tasks: Perform administrative duties such as processing payments, issuing confirmations and vouchers, generating reports, and updating reservation systems with relevant information.

Compliance: Adhere to company policies, procedures, and industry regulations related to reservations, privacy, and data security to ensure compliance and protect customer information.

Customer Service Skills: Strong interpersonal skills with a customer-focused attitude and the ability to handle customer inquiries and concerns professionally and courteously.

Communication: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively to customers and colleagues.

Organizational Skills: Detail-oriented with the ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.

Computer Proficiency: Proficient in using reservation systems, booking platforms, and Microsoft Office applications (Word, Excel, Outlook).

Problem-Solving: Ability to troubleshoot issues, resolve conflicts, and make decisions independently while adhering to company policies and procedures.

Flexibility: Willingness to work flexible hours, including evenings, weekends, and holidays, to accommodate customer needs and fluctuations in reservation volume.

Experience: Previous experience in hospitality is preferred. On-the-job training may be provided for candidates with the right skills and attitude.