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 :

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