Reservations Agent

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 fulfil 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®.

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 Mövenpick

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.

Job description

The role

Under the guidance and supervision of the Cluster Director of Revenue and within the limits of the established Accor policies and Operational Standards Manual (OSM), receive and handle all reservations, work 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 year. Works diligently to develop and maintain corporate clientele. In performing these duties, he/she shall at all times maintain good relations with his/her supervisor, the department heads and supervisors, as well as with local authorities and other key persons.

To record and process all reservation inquiries made by phone, fax, or email efficiently and accurately and convert them to sales where possible to meet hotel targets. He/she promotes the desired work culture around integrity, respect, teamwork, and service of Mövenpick Hotels and Resorts and its brand ethos.

Key deliverables and responsibilities

Planning & organizing:

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

Operations:

• 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.
• Be fully aware of the national history, places of interest, shopping areas, etc.
• Work diligently to develop and maintain relationships with corporate clientele to maximize revenue.
• Maintain professional confidentiality and never disclose any secrets pertaining to the company.
• Ensure that the product standards are followed as trained.
• Input and answer all written correspondence (fax and email) and telephone inquiries within 24 hours of being received.
• Ensure all reservations are correctly and accurately input into the Opera system and maintained.
• Ensure that all reports are completed on a daily basis and filed for reference.
• File all correspondence on a daily basis ready for hand-over to reception.
• Conduct a daily audit of tomorrow's arrival file to ensure accurate details are recorded in each reservation.
• Use guest names whenever appropriate.
• Thoroughly familiarize oneself with the hotel's emergency procedures and be in a state of preparedness for any emergency which may occur.
• Seek out potential corporate clients and give the lead to either the Reservations Manager or the Sales Department.
• Coordinate with Front Office and other departments regarding requests as required.
• Be 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.
• Have a complete understanding of and 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.
• Ensure complimentary vouchers are received from internal departments (wherever applicable) and are filed immediately.

Generic aspects on hygiene, personal safety, environment, and 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, blackout, and evacuation.
• Know the safety regulations and ensure their application; ensure the safety of people and property in the hotel.
• Respect and ensure respect of the hotel's commitments to the "Environment Charter" of the sustainability program (saving energy, recycling, sorting waste, etc.).
• Understand and strictly adhere to the rules and 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.
• Do not disclose any financial information or any other information of the Accor Hotels.

Qualifications

• Diploma or degree in hotel management.

Additional information

• Prior experience working with Opera 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.