Cluster Reservations Agent

Role Overview

Key Responsibilities

• Understand FRHI pricing strategies and revenue management principles.
• Manage reservation blocks, rooming lists, group inventory, billing instructions, and group rate codes.
• Apply group management processes, including cutoff dates, blocking, and booking policies.
• Convert telephone calls into sales and use effective upselling techniques.
• Take reservations in support of revenue management strategies.
• Upsell guest rooms and recommend hotel facilities when appropriate.
• Apply sell levels and directed rates based on available hotel inventory.
• Ensure reservation data accuracy and guest satisfaction.
• Execute revenue management tools, including Opera PMS/S&C, and participate in property PMS conversions.
• Understand market segments and rate plans across distribution channels.
• Support the Cluster Reservation Manager with ad hoc projects and follow department policies and service standards.

Qualifications

• Previous reservations experience is required.
• Microsoft Windows applications literacy is required.
• Previous Opera Property Management System experience is required.
• Luxury hotel sales experience with varied market mix experience is required.
• Proficiency in spoken and written English is required.
• Ability to work cohesively as part of a team is required.
• Ability to remain calm, courteous, and accurate while handling guest needs and multiple tasks is required.
• A second language is an asset.

Additional Information

• Learning programs are available through company academies.
• Career development and national and international promotion opportunities are offered.
• Colleague perks include discounted Accor rates and dining and wellness discounts.

Company Values

Application Process

• Shortlisted applicants must complete an AssessFirst profile and questionnaire as part of the candidacy process.