Reservation Supervisor

Job description / Role

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfill yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart. Join us and become a Heartist.

Job Description

• Sending pre-arrival email 3 days prior to arrival including offering other services within the resort that is related to the guest's purpose of visit.
• Develop sales coaching plans to maximize Vacation Planner's productivity and department revenue.
• Compile data for phone observations in order to identify buying behaviors and market trends.
• Assist training department in the development of Vacation Planner's skills and knowledge.
• Educate Vacation Planners on new promotional offers and product updates from the Marketing, Sales and Property Management departments.
• Responsible for meeting call center sales objectives through sales training, coaching, and product knowledge to maximize agent productivity and department revenue.
• Maintains professional and technical knowledge of call center operations and sales processes.
• Explore/pilot new and innovative systems and ideas in the department to improve efficiency and success of training, coaching, sales and operations.
• Manage all aspects of employee performance through training, product knowledge, and discipline to maximize agent productivity and quality.
• Communicating with support agents about job expectations and career path opportunities.

Qualifications

Your experience and skills include:

• College diploma or equivalent qualifications.
• Minimum 2-3 years of experience in a similar capacity or minimum 3 years of experience in the area of guest services/telemarketing.
• Excellent reading, writing and oral proficiency in English language.
• Proficient in MS Excel, Word, and PowerPoint.

Additional Information

• Experience is an asset.
• Prior experience working with Opera Cloud or a related system.
• Strong interpersonal and problem-solving abilities.
• Fluency in English, additional languages are a plus.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.