Reservations Coordinator
4 weeks ago
Job Summary:
We are seeking a highly skilled Reservations Agent to join our team at AccorHotel. As a key member of our reservations team, you will be responsible for handling all incoming and outgoing room reservation requests, ensuring that our hotel standards and procedures are met.
Key Responsibilities:
- Attend to and handle all incoming and outgoing room reservation requests.
- Attract guests and enhance their loyalty by providing a distinctive service through communication and sales skills.
- Recognize potential clients and transmit information to the Sales Department.
- Maintain a good commercial relationship with all bookers, including guests, companies, and agencies.
- Promote the AccorHotel loyalty programs and hotel promotions.
- Respect the privacy of guests and the confidentiality of information.
- Manage guest complaints in a professional manner, resolving them to the guest's satisfaction and recording them.
- Report all guest comments or complaints.
- Call the supervisor or manager for advice in serious cases or if an approval is required.
- Use telephone etiquette as per Sofitel standards.
- Have a perfect knowledge of room types and rate structures.
- Ensure the accuracy of all booking information entered in the PMS.
- Maintain an accurate Guest History.
- Have a perfect knowledge of the hotel configuration and products.
- Achieve Quality Tools and Yield Management performance.
- Know the competitors and gather information about their activities and sales.
- Provide updated reports and statistics to the Management and other departments.
- Follow up availability and rate charts on TARS and other booking systems/channels.
- Maintain a database for ATACS follow-up.
- Follow daily checklists.
- Fulfill administrative tasks and filing.
- Use and maintain the reservation communication system (telephone, fax, email).
- Be aware of and follow emergency and security procedures.
- Respect key handling procedures.
- Respect Lost & Found procedures.
- Read and update logbooks.
- Maintain appropriate stock levels for the smooth run of reservations operations and initiate requisitions accordingly.
- Maintain a clean and tidy working area at all times.
- Be updated with the latest administrative, organizational, operational, or other changes and news.
- Share daily activity highlights with the supervisor and manager, including internal and external guest opportunities.
- Maintain an atmosphere of high morale and a happy working relationship among the team.
- Respect schedules, terms, and deadlines as agreed with the Management.
- Attend a daily line-up briefing with the reservations team.
- Support reception training in reservation techniques and procedures.
- Carry out special projects according to assignments.
Remote Work: No
Employment Type: Full-time
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