Reservations Agent

Job description / Role

As a five-star Hotel Reservation Agent, you will be responsible for ensuring a seamless and exceptional guest experience by handling reservations, inquiries, and requests with the highest level of professionalism and customer service. This role requires excellent communication skills, attention to detail, and the ability to multitask in a fast-paced and dynamic environment.

What's in it for you:

- Employee benefit card offering discounted rates in Accor worldwide.
- Learning programs through our Academies.
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities.

What you will be doing:

- Reservation Management: Receive and process hotel reservations via phone, email, or online platforms. Ensure accuracy in guest information, stay details, and special requests. Utilize the hotel's reservation system to manage bookings efficiently.

- Customer Service: Provide personalized assistance to guests, addressing inquiries, and resolving concerns promptly. Offer information about hotel services, amenities, and policies to enhance the guest experience. Handle guest feedback and communicate effectively with other hotel departments to address guest needs.

- Sales and Upselling: Promote additional services, upgrades, and amenities to maximize revenue. Recognize opportunities to upsell and contribute to achieving sales targets.

- Communication: Maintain clear and professional communication with guests, colleagues, and other departments. Coordinate with housekeeping, front desk, and other relevant teams to ensure smooth check-ins and check-outs.

- Administrative Tasks: Keep accurate records of reservations, cancellations, and no-shows. Generate reports as needed for management and other departments. Stay informed about current promotions, packages, and discounts.

- Problem Resolution: Address and resolve any issues related to reservations, ensuring guest satisfaction.Collaborate with other staff members to find solutions to challenges that may arise.

Requirements

- Previous experience in hotel reservations or a similar customer service role is preferred.
- Excellent communication skills, both verbal and written.
- Familiarity with hotel reservation systems and software.
- Strong attention to detail and organizational abilities.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Customer-focused with a commitment to providing exceptional service.
- Knowledge of the local area, attractions, and events is an advantage.
- Additional education or training in hospitality or a related field is 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.