Reservations Agent

Company Description

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 tomorrows hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

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Job Description

As a Reservation Agent, you will be responsible for 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.

• Be aware of the hotel product, rates, packages and promotions.
• Maintain knowledge of and access all functions of the computer and manual systems.
• Process all reservation queries, changes and cancellations received by phone, e-mail, internally and through corporate reservations.
• Efficiently and promptly establishing the correspondence service to guest inquiries.
• Ensure that the guests’ visas are accurately processed and coordinate with visa officer.
• Full knowledge of the hotel facilities and activities.
• Oversees the daily movement of guest activities and able to resolve guest complaints and to establish an amicable relation with clients and customers of the hotel.
• Sort all the correspondence in the order of priority and process the reservation to the set standard
• Input, modify or cancel phone reservations into the system directly and file accordingly
• Access the GDS / CRS / Internet regularly and input these reservations into the system
• Ensure that all the reservation requests are processed and confirmation and or cancellation letters, faxes or e-mails are sent out within 24-hour period.
• Check all the reservations for the next day’s arrival and ensure that all the pertinent information regarding the stay and special requests are being fulfilled.
• Acquaint self with regular callers and acknowledge them by name.
• Answer inquiries and / or promote hotel services and facilities. Answer questions on rates and room type availability.
• Ascertain callers needs though open-ended questions and try to sell higher yield rooms.
• Use the correct guest history when making a reservation.
• Remain up to date with all the new promotions for the hotel as well as the ACCOR Group.
• Refer to the Credit Manager if credit facilities are required.
• Obtain approval from the Front Desk for same day reservation or on near sell-out dates.
• Refer requests for extension or change of payment for in-house guests to Front Desk.
• Perform any other duties that may be assigned from time to time by the management.
• Use traces to action, information and follow up
• Prepare the pro-forma invoices
• Ensure payment deposits are processed as per contract
• Follow up on rooming list
• Prepare the group information sheet before the group arrival and circulate by email
• Assist in the preparation of reporting for reservations (cancellations, month end and etc) as required
• Ensure cancellation of reservations on a timely basis, to maintain accurate room availability, forecast and revenue
• Ensure all important information is updated in the reservations information sheet and distributed to all relevant departments
• Ensure correct billing instructions and routing for each reservation and always ensure to close group PM Monitor no-shows and post charges.
• Ensure proper filing of reservations correspondence, current and past
• Keep all concerned department aware of any major changes in reservation
• Apply brand and company standards and policies for Reservations/Groups
  
  

• Prior experience working with Opera or a related system
• High school diploma or equivalent required; college degree in hospitality or related field preferred.
• Previous experience in hotel reservations, group sales, or customer service, preferably in a hotel setting.
• Time management skills with the ability to multitask
• Fluency in English; additional languages are a plus