Reservation Agent
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Key skills for this role
About the Role
Accor is hiring a Reservation Agent to handle room reservation enquiries, maximize revenue through upselling, and provide excellent customer service. Requires 1-2 years of experience in Front Office, Reservations, or Sales, preferably in hospitality, and proficiency in Opera and TARS systems.
Key Skills for This Role
Responsibilities
- Handle all room reservation enquiries to the required standard
- Maximize 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
- Input reservations into Opera reservation system ensuring accuracy and completeness
- Update special requests and billing details in Opera
- Provide polite and friendly response to all incoming telephone enquiries
- Upsell products and hotel services wherever possible to maximize revenue
- Process all enquiries and reservation confirmations on the same day as receipt
- Maintain accurate filing systems for all correspondence within the department
- Build good rapport with customers/regular bookers to encourage future loyalty
Requirements
- Minimum of 1 2 year experience in Front Office, Reservations, or Sales, preferably in the hospitality industry
- Professional telephone etiquette and strong written communication skills
- Proficiency in Property Management Systems (e.g., Opera Cloud) and Microsoft Office applications
- Detail oriented with the ability to multitask in a 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 a passion for delivering exceptional service
- Ability to work collaboratively in a team environment
- Strong organizational skills and attention to detail
- Fluency in English; additional languages are a plus
Full Job Posting
Company Description
- Join us at Accor, where life pulses with passion! As a pioneer in responsible hospitality, Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.
- By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.
Job Description
- Under the general guidance of the Cluster Assistant Reservations Manager, handle all room reservation enquiries to the required standard, maintain accurate and complete records of all reservations, and take every opportunity to maximize revenue potential for the hotel through upselling and increasin
How Your Day Looks Like
- Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy and providing an excellent standard of customer service.
- To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings.
- To be fully knowledgeable in the operation, functionality and standards required in using Opera and TARS System.
- To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue team, whilst always attempting to gain the highest possible revenue advantage for the hotel
- To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards.
- To update any special requests and billing details in Opera.
- To provide polite and friendly response to all incoming telephone enquiries.
- To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up sell products and hotel services wherever possible.
- To process all enquiries and reservation confirmations on the same day as receipt.
- To maintain accurate filing systems for all correspondence within the department
- To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities.
- To identify potential sales leads for the sales team to develop future accounts.
Qualifications
- Minimum of 1 2 year experience in Front Office, Reservations, or Sales, preferably in the hospitality industry
- Professional telephone etiquette and strong written communication skills
- Proficiency in Property Management Systems (e.g., Opera Cloud) and Microsoft Office applications
- Detail oriented with the ability to multitask in a 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 a 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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