Job Description

• Handle all incoming and outgoing room reservation requests via phone, email, and online channels, ensuring adherence to hotel standards and procedures.
• Provide exceptional communication and sales skills to enhance the hotel’s image, offering guests an outstanding experience that promotes loyalty and increases revenue.
• Recognize potential clients, forward relevant information to the Sales Department, and identify VIP guests, applying appropriate policies for personalized service.
• Actively promote Accor loyalty programs and hotel promotions to guests to increase retention and sales.
• Ensure guest privacy and confidentiality at all times in line with company policy.
• Professionally manage guest complaints or special requests, ensuring timely resolution and documenting any issues for follow-up.
• Maintain accurate data entry for reservations in the Property Management System (PMS), ensuring all bookings are entered correctly and up-to-date.
• Keep a thorough understanding of guest preferences and booking history. Monitor booking availability using TARS and other systems, following up when necessary.
• Provide updated reports and statistics to management and other departments regarding reservation activity, occupancy rates, and any relevant data.
• Manage daily checklists, administrative tasks, and maintain filing and communication systems to ensure the reservation process runs smoothly.
• Carry out additional duties and special projects as assigned by management.

Qualifications

• High school diploma or equivalent required; a degree in Hospitality Management or related field is a plus.
• Proven experience in a reservations or customer service role, preferably in a hotel environment.
• Excellent communication, sales, and customer service skills.
• Ability to manage multiple tasks efficiently and prioritize in a fast-paced environment.
• Professional demeanor with a focus on guest satisfaction and privacy.
• Fluency in English and other languages is preferred.
• Knowledge of Accor’s loyalty programs and hotel promotions is a plus.