Reservation Agent

Accor have more than 300,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our integrated ecosystem of leading brands, personalized services and expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.

PRIMARY OBJECTIVE OF POSITION

To maximize hotel revenue and guest satisfaction by receiving, handling and processing guest reservations under the direction of the Space Controller. The job incumbent should work in line with the hotel’s guidelines, business plan, corporate guidelines, and service concepts.

TASKS, DUTIES AND RESPONSIBILITIES

MAXIMISES HOTEL REVENUE AND GUEST SATISFACTION

• Greets guests over the phone in a friendly, courteous manner

• Records reservation information accurately; identifies and records group and transient business codes • Informs other departments of VIP arrivals

• Identifies commissionable reservations and secures required information

• Records and processes deposit information

• Identifies and records special billing instructions; approves credit after consultation with the Space Controller

• Files all reservations in a systematic order for easy referral

• Contributes to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms

• Assists with the preparation of the four day forecast and VIP list

• Achieves maximum occupancy and average rate by utilising yield management

• Uses up-selling techniques

• Handles all special requests appropriately

• Pre-blocks all special requests or VIP accommodations accurately

• Keeps Space Controller informed of new group bookings Job Description

• Utilises guest history files for personalized service at the hotel

• Maximises customer satisfaction and hotel revenue by promoting hotel restaurants and other services and facilities to guests

• Deals with assigned incoming correspondence, faxes and reservation messages in a timely and accurate manner

• Acknowledges assigned reservation faxes and messages

LAWS, REGULATIONS AND POLICIES

• Follows all applicable laws, corporate standards and guidelines

HEALTH AND SAFETY

• Maintains high confidentiality in regards to guest privacy

• Ensures that all potential and real hazards are reported appropriately immediately

• Fully understands the hotel’s fire, emergency, and bomb procedures

• Follows emergency procedures to provide for the security and safety of guests and employees

• Works in a safe manner that does not harm or injure self or others

• Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations

• Anticipates possible and probable hazards and conditions and notifies the Space Controller

• Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

MISCELLANEOUS

• Attends meetings and training required by the Space Controller

• Assists colleagues to perform similar or related jobs after approval of the Space Controller

• Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently

• Accepts flexible work schedule necessary for uninterrupted service to hotel guests Job Description

• Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Space Controller

• Continuously seeks to endeavor and improve knowledge of own job function

• - Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)

- Hotel standards of operation and departmental procedures

- Accepted methods of payment by the hotel Reservationist

- Hotel’s credit policy

Experience in hotel reservations with at least one year.

Telephone Etiquette
Patience
Reservation Systems
Customer Service
Multi-tasking
Upselling
Data Entry
Computer Skills
Flexibility
Organization
Attention to Detail
Communication