Reservations Agent

Job Description

As a Hotel Reservation Agent, you will be responsible for ensuring a seamless and exceptional guest experience by handling reservations, inquiries, and requests with the highest level of professionalism and customer service. This role requires excellent communication skills, attention to detail, and the ability to multitask in a fast-paced and dynamic environment.

What’s in it for you:

  • Employee benefit card offering discounted rates in Accor worldwide.
  • Learning programs through our Academies.
  • Opportunity to develop your talent and grow within your property and across the world!
  • Ability to make a difference through our Corporate Social Responsibility activities.

What you will be doing:

  • Reservation Management: Receive and process hotel reservations via phone, email, or online platforms. Ensure accuracy in guest information, stay details, and special requests. Utilize the hotel’s reservation system to manage bookings efficiently.
  • Customer Service: Provide personalized assistance to guests, addressing inquiries, and resolving concerns promptly. Offer information about hotel services, amenities, and policies to enhance the guest experience. Handle guest feedback and communicate effectively with other hotel departments to address guest needs.
  • Sales and Upselling: Promote additional services, upgrades, and amenities to maximize revenue. Recognize opportunities to upsell and contribute to achieving sales targets.
  • Communication: Maintain clear and professional communication with guests, colleagues, and other departments. Coordinate with housekeeping, front desk, and other relevant teams to ensure smooth check-ins and check-outs.
  • Administrative Tasks: Keep accurate records of reservations, cancellations, and no-shows. Generate reports as needed for management and other departments. Stay informed about current promotions, packages, and discounts.
  • Problem Resolution: Address and resolve any issues related to reservations, ensuring guest satisfaction. Collaborate with other staff members to find solutions to challenges that may arise.

 

Qualifications

 

Your experience and skills include:

  • Previous experience in hotel reservations or a similar customer service role is preferred.
  • Excellent communication skills, both verbal and written.
  • Familiarity with Opera system.
  • Strong attention to detail and organizational abilities.
  • Ability to work under pressure and handle multiple tasks simultaneously.
  • Customer-focused with a commitment to providing exceptional service.
  • Additional education or training in hospitality or a related field is a plus

 

Additional Information

 

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.