Reservations Agent

Job Description Key Responsibilities : Provides friendly, smooth, prompt, and courteous service to all guests and reservations. Responsible for the sales and management of all group bookings of 8 rooms or more. Prepares group information sheets (group movements) and briefs all involved prior to the group's arrival. Makes reservations for customers based on their requirements and budget. Maximizes revenue by converting inquiries, recognizing business prospects, and upselling opportunities. Possesses thorough knowledge of the hotel and its offerings, confidently using feature and benefit sales techniques. Responds to guest inquiries engagingly, using Accor Hotel standards to convert inquiries into bookings through efficient and intuitive service. Updates reservations to ensure a flawless arrival and departure experience. Understands targets, forecasts, and figures, and how your role contributes to the hotel's success. Assists in making room reservations, maximizing room revenue, and updating reservation details on all systems as per operating procedures. Builds relationships with guests and colleagues. Processes payments and sends confirmation details to customers. Handles guest complaints and inquiries professionally, informing the Group Services Manager of guest feedback. Supports customers in amending or canceling reservations. Ensures courteous handling of all incoming calls and efficient resolution of guest inquiries regarding hotel services and operations. Maintains clear communication with other departments for special requests or reservation-related matters. Participates in scheduled training and departmental meetings to improve standards. Monitors office order and cleanliness, participating in departmental meetings. Qualifications Qualities & Capabilities : Experience with Opera Cloud or related systems. Previous experience in reception, reservation, or duty manager roles preferred. Passion for hospitality and enthusiasm for your work. Ability to build genuine relationships with guests and colleagues, going the extra mile to make guests feel special. Adaptability and willingness to handle various tasks. Attention to detail and commitment to accuracy. Continuous improvement mindset for guest and colleague experiences. Enthusiasm and positive personality to build trustful relationships. Organizational and time management skills. Excellent verbal and written communication skills. Passion for delivering exceptional guest service. Ability to work under pressure, juggle tasks, and prioritize effectively.

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