EN - Reservation Agent

Join us at Accor, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,​
Join us and become a Heartist®.

Placing extraordinary people at the heart of memories made and stories told”

Location:

Novotel and Ibis Southampton

Full job description:

We are currently looking for a friendly and engaging Reservations Agent to join us and be a part of the Novotel & Ibis Reservations team! This is a  9 month fixed term contract, starting in ASAP. It is a full-time position, working 5 days over 7. You will need to be available to work some weekends.

We offer a competitive salary of £12.20 per hour and excellent employee benefits.

As a Novotel & Ibis Hotel Reservation Agent you will be responsible for creating the first impression for our guests by assisting them with booking reservations and planning their stay with us. You will deliver an exceptional and consistent guest service experience prior to their arrival at the hotel.

Your Key Responsibilities:

Provides a friendly, smooth, prompt and courteous service to all guests and reservations.

• Responsible for the sales and management of all group bookings of 8 rooms or more

• Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group. 

• Making reservations for customers based on their various requirements and budgetary allowances.

• Maximising revenue by converting enquiries, recognizing business prospects and opportunities to upsell. 
   
• Possessing a thorough knowledge of the hotel and its offers from a product perspective and being able to use the feature and benefit sales technique confidently 

• Responding to all guest enquiries in an engaging manner whilst using Accor Hotel standards with the aim of converting every enquiry into a booking by delivering efficient and intuitive guest service. 

• Updating reservations ensuring a flawless arrival and departure experience. 

• Understanding our targets, forecasts and figures and how your role contributes to the success of the hotel. 

• Assist to make all room reservations and ensure maximize room revenue for all and ensure all reservation details are updated on all computers within required operating procedures.

• Building relationships with both our guests and your fellow colleagues 
   
• Processing payments and sending confirmation details to customers.

• Handle guest complaints and enquiries in an efficient and professional manner and ensure the Group Services Manager is informed of any guest feedback. 

• Providing support to customers who may need to amend or cancel a reservation.

• Ensure all incoming calls are dealt with courtesy and ensure efficient resolution of all guest inquiries for various hotel services and operations.

• Ensures a clear line of communication with other departments for special requests or other reservation-related matters.  

• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required. 

• Monitors the order and cleanliness in the office area & participates in regular departmental meetings.

       Your Experience, Qualities & Capabilities:

Prior experience working with Opera Cloud or a related system

Previous experience in a reception, reservation or duty manager role would be preferred

Your passion for hospitality, and your enthusiasm for what you do are clear for all to see.

You are gifted in building authentic relationships with our guests and colleagues, tuning into what they need and always going the extra mile to make them feel special. Nothing is too much trouble.  

You are adaptable, and enjoy doing a variety of different things. You would never say ‘it’s not my job!’ 

You have tremendous attention to detail and are committed to doing everything you can to get it right first time for our guests and colleagues 
 

You are constantly thinking about how we can improve the way we do things and create and even better guest and colleague  experience 
 

You are enthusiastic and have a positive personality with the ability to build genuine and trusting relationships

You have proven organisational and time management skills

You have excellent communication skills, both verbal and written with the ability to communicate effectively with people at all levels

You have a passion for delivering exceptional guest service

You work well under pressure, juggling tasks and prioritising brilliantly, so that you consistently deliver to a high standard