Reservations Agent

Job description / Role

We are Heartists®

"Heartist®" describes both our culture and who we are. Everything we do comes from the heart, and we're experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things!

We believe that the world is more welcoming when we're connected. So that we see what we have in common, instead of what sets us apart.

Life in Movenpick

The Place to Savour Life- We believe true hospitality is about turning small gestures into heartwarming moments.

We enable our guests to Savour the flavor of life, balancing small indulgence with what's good for them- and good for the world.

The Role

- Under the guidance and supervision of the Assistant Reservations Manager and within the limits of the established Mövenpick Hotels & Resorts policies and OSM (Operational Standards Manual), Receive and handle all reservations, work to and with management and strive to learn more each day. Show initiative to improve existing methods and refine established procedures. He/she participates in promotional and various marketing functions throughout the course of the year. Works diligently to develop and maintain corporate clientele in performing these duties he shall at all times maintain good relations with his supervisor, the Department Heads and supervisors as well as with the local authorities and other key persons.
- To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets. He / She promote the desired work culture around Integrity, Respect, Team work and Service of Mövenpick Hotels and Resorts and its brand ethos.

Key Deliverables and Responsibilities

Planning & Organizing:

- To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements.
- Maximize hotel yield by up selling and suggestive selling as set out.
- Perform as per OSM Standards and in line with the Service Ingredients. Be fully aware of the hotel daily events for the day
- Attend training classes as per schedule
- Is aware of the daily activities and has product knowledge of all the hotel facilities to maximise upselling at all times
- To have a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops and ball rooms. To be well informed about special functions and events held in the hotel on a daily basis.

Operations:

- To follow the grooming standards of the hotel to portray a professional image at all times
- Show fullest cooperation and respect within the team and other departments
- To be fully aware of the national history, places of interest, shopping areas, etc.
- Works diligently to develop and maintain relationships with corporate clientele to maximise revenue
- To maintain professional confidentiality and never disclose any secrets pertaining to the Company.
- To ensure that the product standards are followed as trained.
- To input and answer all written correspondence (fax & email) and telephone inquiries within 24 hours of being received.
- To ensure all reservations are correctly and accurately input into the opera system and maintained.
- To ensure that all reports are completed on a daily basis and filed for reference.
- To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements.
- Maximize hotel yield by up selling and suggestive selling in line with strategy.
- To file all correspondence on a daily basis ready for hand-over to reception.
- To conduct a daily audit of tomorrows arrival file to ensure accurate details are recorded in each reservation.
- To use guest names whenever appropriate.
- Thoroughly familiarizes oneself with the Hotel's emergency procedures and is in a state of preparedness for any emergency which may occur.
- Seek out potential corporate clients and gives the lead to either the Reservations Manager or the Sales Department
- Co-ordination with Front Office and other departments if regarding requests as required.
- He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
- Assist in Task Force Teams for new openings as requested
- To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety

Administration:

- Ensure inputting and processing of all reservation requests to process the sales of rooms.
- To ensure complimentary vouchers are received from internal departments (wherever applicable) and are filed immediately.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

- Ensure proper care of all equipment and furniture entrusted for Heartists use.
- Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
- Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
- Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
- Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.
- Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
- Does not disclose any financial information or any other information of the Accor Hotels.

Requirements

Our Values

Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread -beyond professions, persons, countries and cultures- the sense of hospitality and service, our strength and nourishment of the Group's success worldwide.

Guest Passion

We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance

We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect

We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest

Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.

Trust

Hospitality is a team sport, and we're stronger when we trust and support each other. We believe in natural kindness, respect our differences and value all voices. We work as one team, to say what we do, and do what we say.

Innovation

We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.

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.