Reservation Agent

Company Description

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®.

Job Description

• Handle all incoming and outgoing room reservation requests via phone, email, and online channels, ensuring adherence to hotel standards and procedures.
• Provide exceptional communication and sales skills to enhance the hotels image, offering guests an outstanding experience that promotes loyalty and increases revenue.
• Recognize potential clients, forward relevant information to the Sales Department, and identify VIP guests, applying appropriate policies for personalized service.
• Actively promote Accor loyalty programs and hotel promotions to guests to increase retention and sales.
• Ensure guest privacy and confidentiality at all times in line with company policy.
• Professionally manage guest complaints or special requests, ensuring timely resolution and documenting any issues for follow-up.
• Maintain accurate data entry for reservations in the Property Management System (PMS), ensuring all bookings are entered correctly and up-to-date.
• Keep a thorough understanding of guest preferences and booking history. Monitor booking availability and following up when necessary.
• Provide updated reports and statistics to management and other departments regarding reservation activity, occupancy rates, and any relevant data.
• Manage daily checklists, administrative tasks, and maintain filing and communication systems to ensure the reservation process runs smoothly.
• Carry out additional duties and special projects as assigned by management.
  
  

• High school diploma or equivalent required; a degree in Hospitality Management or related field is a plus.
• Proven experience in a reservations or customer service role, preferably in a hotel environment.
• Excellent communication, sales, and customer service skills.
• Ability to manage multiple tasks efficiently and prioritize in a fast-paced environment.
• Professional demeanor with a focus on guest satisfaction and privacy.
• Fluency in English and other languages is preferred.
• Knowledge of Accor’s loyalty programs and hotel promotions is a plus.