EN - Reservation Agent

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

The Reservation Agent is responsible for handling all reservation inquiries, ensuring the highest level of personalized guest service, and maximizing room revenue through effective sales techniques. This role requires a strong understanding of the luxury hospitality standards, attention to detail, and a proactive approach in anticipating guest needs.

Key Responsibilities:

• Handle all individual and group reservation requests via phone, email, and online channels in a timely and professional manner.
• Ensure all reservations are accurately entered into the system with complete guest details and preferences.
• Maintain an up-to-date knowledge of room types, rates, packages, and promotions.
• Demonstrate comprehensive knowledge of the property, facilities, and brand standards to effectively upsell and cross-sell.
• Collaborate closely with Front Office, Sales, and Revenue teams to optimize room inventory and maximize revenue.
• Follow company policies and procedures regarding payment, cancellation, and data privacy.
• Anticipate and fulfill guest preferences to deliver a bespoke luxury experience.
• Handle VIP and special request bookings with extra care and discretion.
• Prepare daily, weekly, and monthly reservation reports as required.
• Maintain excellent communication and relationship with travel agents, corporate clients, and internal departments.
• Participate in training sessions and contribute to continuous service improvement initiatives.

Qualifications

Qualifications:

• Minimum 2 years of experience in a luxury or 5-star hotel reservation role
• Excellent communication skills in English, both written and verbal
• Proficiency in Opera PMS, CRM systems, and online booking channels
• Detail-oriented with strong organisational and multitasking abilities
• Sales-driven and guest-oriented mindset with a professional demeanour
• Ability to work in shifts, including weekends and holidays

Additional Information

experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus