Reservations Agent

Role overview

Reservations duties

• Know hotel services and facilities and answer questions about rates, outlets, room locations, availability, packages, promotions, events, and other property services.
• Process reservations using strong listening and communication skills; gather guest needs and accommodate and document special requests.
• Post advance deposits and maintain accurate records.
• Process rooming lists and group blocks, noting special requests and billing procedures.
• File reservation correspondence and keep files current and organized.
• Monitor room types and inventory throughout the day and understand departmental rate and occupancy goals.
• Select appropriate room types, explain guarantee and cancellation policies, and relay confirmation or cancellation numbers.
• Describe room accommodations and amenities and use sales techniques, including alternate dates or sister properties on sold-out days.
• Upsell and use revenue strategies; identify repeat guests and complete daily shift tasks.
• Coordinate with Front Desk, Sales, and Accounts; assist with hotel events, other reasonable duties, and task force teams for new openings.

Qualifications

• At least one year of experience in the same position at a four- or five-star hotel.
• High school graduate.
• Prior experience with Opera or a related system.
• Strong interpersonal and problem-solving abilities.
• Fluency in English; additional languages are a plus.

Benefits

• Employee benefit card with discounted rates at Accor properties worldwide.
• Learning programs through Accor Academies and opportunities for career development.
• Opportunity to contribute through corporate social responsibility activities.