Reservation Agent

Job description

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

·  Understand the key principles of FRHI Pricing Strategies and Revenue Management
·  Retail, Corporate, Leisure, Group, Other
·  Rate Restrictions, hurdles and availabilities
·  Maximize rooms revenue through the conversion of telephone calls into sales
·  Utilize effective upselling techniques
·  Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
·  Be fluent on all hotel products and services
·  Handle faxes and emails pertaining to rooms reservations
·  Handle the telephone traffic to other departments.
·  Take and deliver the wake up calls for hotel guests.
·  Handling guest requests & complaints on the phone, divert them to the related departments when necessary.
·  Be fully conversant with all market segments and rate plans used across all distribution channels
·  Be flexible in sales technique through offering the right product to the right customer at the right time
·  Handle customer queries and complaints relating to Rooms Reservations
·  Co-host dinners/special events with the Sales Team and be involved in client entertainment as required
·  Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
·  Responsible for effective implementation and compliance with FRHI Core Reservation Standards
·  Achieve targeted goals in the LQA Hotel Mystery Shopping calls
·  Maintain accuracy and cleanliness of the PMS Database
·  Ensure market segmentation is accurate for each reservation
·  Create hierarchies/relationships between Corporate Accounts
·  Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
·  Complete understanding and effective execution of current and new RM tools.  Includes Opera PMS / S&C.
·  Be involved in all property PMS Conversions
·  Complete understand and effective use of the Hotel’s telephone system
·  Maintain the Reservation correspondence
·  Support the Reservations Manager and/or Revenue Management leader with special projects as required

Qualifications

·  Strong interpersonal skills with attention to detail
·  Strong written and verbal communication skills
·  A team player with a positive attitude
·  Self-motivated, creative and confident, with a highly energetic personality
·  Creativity, Stress Management, Self-Development
·  Ability to handle multiple tasks
·  Ability to meet deadlines consistently
·  Must be organized and ability to work and follow systems and procedures
·  Must be adaptable to change of strategy, ideas, systems etc.

Must be guest service oriented