Reservation Agent

Company Description

"Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

Reservation Management

• Handle incoming reservation requests via phone, email, and online channels.
• Answer, confirm, and process reservations according to established hotel procedures.
• Accurately record and update reservations, amendments, and cancellations in the Property Management System (PMS).
• Complete and file all reservation forms, correspondence, and reports systematically.
• Prepare daily expected arrival lists and verify reservation details before distribution.

Guest Service & Communication

• Provide accurate and detailed information about room types, rates, promotions, and special requests.
• Attend to enquiries regarding hotel features, facilities, and services.
• Maintain friendly, courteous, and professional communication with guests and travel partners.
• Ensure confidentiality of sensitive guest and hotel information.

Sales & Revenue Optimisation

• Promote room sales through effective upselling and enquiry handling.
• Assist in achieving revenue targets by maximising occupancy and ADR (Average Daily Rate) where appropriate.

Coordination & Administration

• Coordinate with Front Office, Revenue, and relevant hotel departments for room blocks, special requests, and VIP arrangements.
• Assist in advance blocking of rooms on special requests.
• Maintain proper filing and recording of contracts and travel agent correspondence.
• Ensure work area and equipment are neat and maintained.

Quality & Process Compliance

• Adhere to hotel policies, procedures, and luxury service standards at all times.
• Support departmental and corporate reporting needs.
• Report guest reservation issues and feedback to the Assistant Reservations Manager/Manager.

Qualifications

• Diploma or degree in Hospitality Management or related field preferred.
• Minimum 1–2 years of experience in hotel reservations or front office operations, preferably in a luxury brand hotel.

Additional Information

• We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
• Our commitment to Diversity & Inclusion:
• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.