Key tasks

Overview of duties
- Takes reservations over the phone, by fax or internet, and handles all associated operations
- Increases and optimises room sales in line with the brand and hotel's sales policy

Professional techniques / Production
- Follows up the administration of reservations very thoroughly, making check-in operations easier for the front desk team
- Transforms a request for information into a potential reservation as soon as there is an opportunity
- Presents the brand and/or Group's loyalty programme to customers; adapts the sales pitch to each customer
- Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior
- Handles reservations by applying the various step-by-step processes defined by the brand
- Enters reservation details precisely and correctly
- Ensures that information is passed on to the people concerned
- Confirms the reservation; takes care over written communications

Commercial / Sales
- Provides answers that are adapted to customers' needs, taking the accommodation possibilities into account
- Rapidly identifies the new customer and modifies the sales pitch accordingly
- Informs customers about the services on offer at the hotel and encourages use
- Is familiar with the local area around the hotel, including the competition
- Suggests other Accor hotels to customers if the hotel is full