Reservations Agent

Raffles is a brand among the Accor group. In most of its locations, Raffles has a long history of making the most of major landmarks, embedded in the local heritage of each country. Raffles Hotels create a well-balanced bridge between local communities, heritage, and the environment. Through the Raffles brands, the historical buildings enjoy a new life thanks to renovations that helped create refreshed luxurious accommodations that benefit from a better sustainable performance thanks to their new eco-design. These sensitive, high-quality, and sustainable repairs and enhancements are provided by the brand in areas of high historic significance.

Reservation Agent

SUMMARY OF POSITION

Financial Accountability: Accountable for driving room revenue by aligning guest requirements with available inventory, optimizing booking opportunities, and ensuring a high level of guest satisfaction.

Conditions of Work: Normal administrative office and hotel working conditions.

Role Overview Purpose: Manage reservations efficiently, support revenue strategies, and provide excellent guest service.

Summary of Responsibilities:

• Demonstrate a strong understanding of Accor and FRS pricing strategies and revenue management principles.
• Consistently achieve targets in LQA Hotel Mystery Shopping and LISTEN quality calls.
• Maintain accurate and organized data in the Opera Cloud PMS system.
• Ensure all reservations align with brand and property standards to support a seamless guest experience.
• Manage reservation inquiries and bookings across all channels (phone, email, OTAs, Brand.com) with professionalism and efficiency.
• Prepare accurate quotations and confirmations for FIT guests and travel partners.
• Apply a guest-centric approach when handling calls, understanding needs and providing prompt, courteous service.
• Maximize revenue opportunities through proactive upselling and cross-selling techniques.
• Follow up on pending payments, non-guaranteed bookings, no-shows, and cancellations in line with policy.
• Respond to all inquiries within 24 hours, ensuring timely and high-quality service.
• Stay up to date on hotel offerings, promotions, and services to support guest inquiries and upselling.
• Collaborate with Reservations, Sales, and Revenue teams on special tasks and projects as needed.
• Assist in managing guest complaints with empathy and professionalism under the guidance of the Reservations Manager.
• Ensure smooth coordination with Front Office and Operations for VIP arrivals, special requests, and reservation updates.
• Maintain organized filing and documentation of all reservation-related correspondence.
• Uphold hotel standards for grooming, hygiene, and workplace safety.
• Adhere to all health, safety, and legal compliance requirements.
• Communicate changes, amendments, and guest requests promptly to relevant departments to ensure flawless service delivery.

• Minimum of 2-3 years of previous experience in Luxury hotel
• Previous experience in a similar function from a luxury island resort.
• Ability to work in a remote location or island life.
• Detail oriented/task motivated.
• Excellent telephone presentation, sales skills and ability to upsell is a plus.
• Experience in Opera Cloud, PMS, Amadeus or other Reservation software.
• Strong communication skills.
• English speakers are essential

Competencies

• Good interpersonal skills with ability to communicate with all levels of colleagues.
• Service oriented with an eye for details.
• Multicultural awareness and able to work and thrive within a culturally diverse environment.
• Good presentation and influencing skills.
• Flexible and able to embrace and respond to change effectively.
• Ability to work independently and has good initiative under dynamic environment.
• Self-motivated and energetic.
• Leads to constantly improve the guest and colleague service experience.
• Leadership skills required – collaborative, enabling, and entrepreneurial.
• Demonstrates sophistication, humbleness, personality, charisma, confidence, professional etiquette and competencies.

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