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
As a Reservations Agent, you are the beginning of an exceptional guest experience. You will deliver outstanding, friendly service while maximizing revenue through strategic upselling and ensuring accurate reservation management.
Key Responsibilities:
Guest Services & Sales
- Deliver exceptional, engaging service and consistently exceed guest expectations
- Process room reservations, enter rooming lists, and maintain accurate guest information in the system
- Recommend property facilities and assist guests with special requests and inquiries
- Maximize revenue through strategic upselling and application of corporate rates and discounts per company policy
Operational Management
- Ensure accurate hotel positioning regarding occupancy and room availability
- Review guest history and special instructions for regular and VIP guests before creating folios
- Record corporate account numbers on guest folios to track business generation
- Manage overbooking calculations and maintain all reservations per standard procedures
- Supervise and delegate work to reservation associates as needed
Financial & Data Management
- Maintain and update corporate databases with accurate guest bookings and records
- Prepare monthly reports, forecasts, and occupancy projections
- Identify cost-effective resource utilization and educate team members accordingly
Team Leadership & Development
- Provide effective support to enable team members to deliver efficient services
- Ensure team training on all safety provisions and standard procedures
- Resolve customer queries and issues promptly to ensure satisfaction
- Demonstrate leadership through motivation, clear delegation, and recognition of team contributions
Additional Responsibilities
- Handle additional duties as assigned by management
Qualifications
Required Experience:
- 1+ years of experience in a customer-facing role, preferably in hospitality or reservations
- Proficiency with reservation systems and hotel management software
- Experience with data entry and maintaining accurate records
Essential Skills:
- Excellent communication and interpersonal skills
- Strong sales and upselling abilities
- Proficiency in Microsoft Office and computer systems
- Ability to multitask and manage multiple reservations simultaneously
- Attention to detail and accuracy in record-keeping
Personal Qualities:
- Guest-focused personality with a commitment to exceptional service
- Problem-solving mindset with ability to handle customer inquiries efficiently
- Integrity, honesty, and professional demeanor
- Self-motivated with strong work ethic and reliability
- Cultural awareness and adaptability
Preferred Qualifications:
- Hospitality or customer service certification
- Experience with revenue management or occupancy forecasting
- Multilingual abilities
- Previous experience in a supervisory or team leadership capacity
Additional Information
- Minimum 2 years of professional experience in Reservations, Front Office, or Guest Services within the hospitality industry
- Excellent verbal and written communication skills in English; additional languages are highly preferred
- Strong proficiency with hotel reservation systems and booking platforms
- Demonstrated ability to multitask effectively in a fast-paced environment while maintaining accuracy
- Exceptional organizational and time management skills with strong attention to detail
- Proven ability to handle guest requests with professionalism, discretion, and problem-solving capabilities
- Solid understanding of revenue management principles and upselling techniques
- Strong data entry skills with a commitment to maintaining accurate records
- Ability to work collaboratively with cross-functional teams in a supportive and inclusive environment
- Customer service orientation with a genuine passion for creating positive guest interactions
