Cluster Reservation Agent

Job description / Role

Company Description

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Job Description

Role and Responsibilities:

You are the beginning of an exceptional guest experience. As a Reservations Agent, you will make our guests feel welcome and reflect the exceptional experience the come when they arrive!

Planning & Organizing:

- Follows up the administration of reservations very thoroughly, making check-in operations easier for the Front Office Department.
- Handles reservations by applying the various step-by-step processes defined by the brand (\"Reser-Vision\").

Operations:

- 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.
- Enters reservation details precisely and correctly using Opera and ResWEB.
- Ensures that information is passed on to the people concerned.
- Confirms the reservation; takes care over written communication.
- Handles the No Show & Late Cancellation report on daily basis and apply charges when applicable.
- Process all the non refundable deposits and post charges into the PMS.

Administration:

- Update the FastCOM on weekly basis.
- Review Booking.com early departure on daily basis and do the proper adjustment on the extranet.

What you will be doing:

- Consistently offer exceptional, friendly and engaging service
- Ensure the best selection for the guest and ensure revenue is maximized through up-selling
- Recommend property facilities and assist guests with information and special requests
- Book room reservation requests, enter rooming lists, and update accurate information in the system.

Requirements

Qualifications

- Bachelor Degree in Business or similar preferred
- Minimum of 1 year operational experience in hotels reservations / Front office functions
- Working understanding of Reservations principles
- Strong reporting and analytical skills

Additional Information

- Experience is an asset.
- Prior experience working with Opera, Opera cloud, FMC, Future log or a related system.
- Fluency in English written and verbally.
- Additional languages are a plus

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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.