Job Description:
- Responsible and accountable for all operations with the Reservations area of the Hotel whilst on duty
- All computer input, manual filing procedures, and statistical information relevant to reservations must be of high quality
- You should strive to provide the most comprehensive and accurate information, to telephone callers, guests, and other staff and the Department of the Hotel
- Collaborate with the Front Office and other departments to ensure seamless guest experiences
- Responsible for ensuring that clear and constant communication lines are kept with all staff, areas, and other Departments
- Maintain clear and effective communication with guests via phone, email, and in-person interactions
- Ensure that every reservation contains the correct and applicable information. This will alleviate guest concerns during the check-in and check-out procedures
- To ensure that you as a Reservations Agent for the Hotel have a comprehensive knowledge of the town and what is happening within the city at all times, and to ensure that all guest or caller enquires are met with prompt, informative yet friendly solutions
- Provide information about hotel facilities, services, and local attractions.
- Upsell hotel services and amenities to maximize revenue
- Strive to implement the Accor Vision and demonstrate active use of the Accor Values
Requirements:
- Diploma in Hospitality Management; Additional education or training in hospitality or a related field is a plus
- 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, Opera PMS is an advantage
- 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
