Reservation Agent
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Key skills for this role
About the Role
Accor is seeking a Reservation Agent to handle room reservation enquiries, maximize revenue through upselling, and provide excellent customer service. The role requires experience in front office or reservations, proficiency in Opera and TARS systems, and strong communication skills.
Key Skills for This Role
Responsibilities
- Answer all incoming reservation enquiries by telephone, fax or email and convert them into bookings
- Input reservations into Opera reservation system ensuring accuracy and completeness
- Maximize revenue by upselling and increasing length of stay
- Maintain accurate filing systems for all correspondence
- Build rapport with customers to encourage future loyalty
Requirements
- Minimum of 1 2 year experience in Front Office, Reservations, or Sales, preferably in hospitality
- Professional telephone etiquette and strong written communication skills
- Proficiency in Property Management Systems (e.g., Opera Cloud) and Microsoft Office applications
- Detail oriented with ability to multitask in fast paced environment
- Flexible availability to work various shifts, including weekends and holidays
- Fluency in English; additional languages are a plus
Full Job Posting
Company Description
- Accor is a pioneer in responsible hospitality with more than 45 brands, 5,600 hotels, 10,000 restaurants in 110 countries.
- Join us as a Heartist® and be part of a caring environment.
What do we expect from you?
- Accountable for maximizing revenue by converting reservation enquiries in accordance with hotel selling strategy.
- Answer all incoming reservation enquiries by telephone, fax or email in a timely manner.
- Be fully knowledgeable in Opera and TARS System.
- Adhere to minimum rate/minimum stay selling strategies while attempting to gain highest possible revenue.
- Input reservations into Opera reservation system ensuring all details are accurate and complete.
- Update any special requests and billing details in Opera.
- Provide polite and friendly response to all incoming telephone enquiries.
- Be fully aware of hotel facilities and maximize revenue by upselling.
- Process all enquiries and reservation confirmations on the same day.
- Maintain accurate filing systems for all correspondence.
- Build good rapport with customers to encourage future loyalty.
- Identify potential sales leads for the sales team.
Qualifications
- Minimum of 1 2 year experience in Front Office, Reservations, or Sales, preferably in hospitality.
- Professional telephone etiquette and strong written communication skills.
- Proficiency in Property Management Systems (e.g., Opera Cloud) and Microsoft Office applications.
- Detail oriented with ability to multitask in fast paced environment.
- Strong problem solving skills and ability to make decisions independently.
- Flexible availability to work various shifts, including weekends and holidays.
- Customer focused mindset with passion for delivering exceptional service.
- Ability to work collaboratively in a team environment.
- Strong organizational skills and attention to detail.
Additional Information
- Strong interpersonal and problem solving abilities.
- Fluency in English; additional languages are a plus.
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