Reservations Agent

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement.

Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

Have a thorough knowledge of the entire hotel services and facilitiesAnswer inquiries of room rates, outlets and room locations.

To be totally familiar with all aspects of the reservation systemsHandle all reservation requests using good listening and communication skills to secureinformation necessary to complete a reservationPost advance deposits and keep accurate records of deposits.

Process rooming lists and group blocks and indicate special requests and billing proceduresFile and process reservations correspondence, make certain all files are current and in order.

Have knowledge of Front desk, Sales and Accounts departments and how they relate to theReservations department.

• Abide by the hotels policies and procedures
• Be familiar with changes in the rates and group enquiries
• Complete daily shift task list and aid others
• To be aware of inventory management and keep a constant check on the room types availablethroughout the day
• To have an understanding of departmental goals and projections for average rate and occupancy
• Accommodate and document special requests in an accurate and efficient manner.

Determine the most appropriate room type to meet guest requirements and maximize room rate.

Explain guarantee and cancellation policies to callers.

Describe room accommodations and benefit feature sale amenities to guests.

Use sales techniques when assisting guests in making reservations, including personalizing calls,obtaining complete guest needs, suggesting alternate dates or directing guests to sister propertieson sold out days.

Answer guest questions about property facilities/services (e.g., hours of operation, roomavailability, restricted dates, rates and room types, packages, promotions, entertainment,restaurants, special events).

Assign confirmation/cancellation numbers and clearly relay this information to callers, giving themthe option of emailing and/or faxing these numbers.

Identify guest reservation needs by asking open-ended questions to obtain all necessaryinformationFollow "up selling" techniques and sales strategies in order to maximize property revenue.

Identify repeat guests using appropriate codesAny other duties as may reasonably be requested by the management team including assistancefor large events or hotel functions.

Carry out any other reasonable task (which may not be stated here) as requested.

Assist in Task Force Teams for new openings.

Qualifications

• Minimum one year experience with the same position in a 5-star hotel
• High School graduate
• Additional Informationexperience is an asset
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English, additional languages are a plus