Job Description

Roles & Responsibilities

Have a thorough knowledge of the entire hotel services and facilities
Answer inquiries of room rates, outlets and room locations.
To be totally familiar with all aspects of the reservation systems
Handle all reservation requests using good listening and communication skills to secure information necessary to complete a reservation
Post advance deposits and keep accurate records of deposits
Process rooming lists and group blocks and indicate special requests and billing procedures
File 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 the Reservations 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 available throughout 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 properties on sold out days.
Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
Identify guest reservation needs by asking open-ended questions to obtain all necessary information.
Follow "up selling" techniques and sales strategies in order to maximize property revenue.
Identify repeat guests using appropriate codes
Carry out any other reasonable task (which may not be stated here) as requested.
Assist in Task Force Teams for new openings.
Be proactive and use good judgement when dealing with challenging situations
Act with professionalism and integrity
Be transparent in your motives, methods and expected results
Own mistakes and share your knowledge to prevent a repetition of the same error within your department or division
Conduct business honestly & fairly
Keep sensitive information confidential

Desired Candidate Profile

Guest focused personality is essential
Minimum one year experience with the same position in a 5 star hotel
High School Degree

Reservation Agent ACCOR

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