Reservations Agent

AccorHotel

To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings

To be fully knowledgeable in the operation, functionality and standards required in using Opera and Delphibr>

To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue team, whilst always attempting to gain the highest possible revenue advantage for the hotelbr>

To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards

To update any special requests and billing details in Operabr>

To give a polite and friendly response to all incoming telephone enquiries

To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible

To process all enquiries and reservation confirmations on the same day as receipt

To maintain accurate filing systems for all correspondence within the department

To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities

To identify potential sales leads for the sales team to develop future accounts

To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets

To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude

To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the Reservations Supervisor and Regional Director of Revenue