Reservations Agent at Accor

Baie-Sainte-Anne, New Brunswick, Canada -

Full Time

Start Date

Immediate

Expiry Date

01 Feb, 26

Salary

0.0

Posted On

03 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Customer Service, Teamwork, Attention to Detail, Problem Solving, Multicultural Awareness, Knowledge of Hotel Services, Booking Management, Revenue Management, Upselling, Data Accuracy, Confidentiality, Organizational Skills, Technical Proficiency, Time Management, Adaptability

Industry

Hospitality

Description

Company Description Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity. Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself. Job Description Position : Reservations Agent Department : Reservations Reports to : Reservations Manager ______________________________________________________________________ PURPOSE OF POSITION To answer and respond effectively to all enquiries on Hotel reservations in a knowledgeable, courteous and prompt manners. KEY ROLES & RESPONSIBILITIES Respond to enquiries about hotel products and services by telephone, fax, email etc Determine guest needs and quote the appropriate villa and rate as per requirements Assist guests with international calls and directory queries Monitor Bill call costs Advise defects on switchboard equipment to Manager Accurate input of booking information into the OPERA Reservation System Communicate / upsell activities for leisure, corporate & wholesaler’s guests Understand Group Bookings – including cut-off dates, blocking and booking policies Understand Revenue management strategies, sell levels and sell directed rates and apply these methods as per available hotel inventory Has full knowledge of hotel facilities and services to promote its products and services Process amendments to reservations such as extensions, early departures, etc. Coordinate and communicate with all other departments to ensure a smooth operation Maintain knowledge of special rates/ offers/ promotions Type a variety of documents such as cover letters, daily pickup reports File and organize a variety of documents and maintain stationery and office supplies Perform duties and responsibilities in a confidential manner when applicable Adhere to the hotel’s occupational, health and safety policies Report any equipment failures/problems & repair requests to Maintenance Department To participate in any training/development programs as recommended by Manager Reconcile OTA’s Extranet with Opera Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations Maintain detailed knowledge of the Hotel’s fire, life and safety system Perform all the tasks asked by Reservations Manager or Revenue Manager Ensure LQA & Forbes standard are followed & aim to achieve the scores & goals set by Management Timely Reporting of any operational issues to Reservation Supervisor to escalate to Reservation manager Ensure data accuracy across all bookings and guest profiles Handle VIP, repeat guests, and special requests with care and full ownership Cross-verify daily reservations across OTAs, GDS, direct channels, and contracted wholesale partners to ensure consistency and accuracy Actively support upsell and overbooking strategies in coordination with Revenue Assist with daily, weekly, and monthly pickup and pace reporting Monitor booking trends and alert on unusual activity Comply with GDPR and guest data privacy requirements Support with group blocks, rooming lists, and cut-offs in Opera Participate in upselling initiatives and cross-training as needed PERSONAL ATTRIBUTES Written and verbal communication skills in English Able to develop rapport with colleagues and management staff Ability to work cohesively with co-workers as part of a team Ability to focus attention on guest needs, remaining calm and courteous at all times Ability to promote positive relations with all hotel guests and patrons Able to exercise good judgment with difficult guests Understanding and ability to work in a multi-cultural environment QUALIFICATIONS High School certificate Diploma from School for Tourism & Hotel Management is a plus EXPERIENCE Minimum 1 - 2 years experience preferably in guest services/tele-marketing/reservations. Familiarity with OPERA Cloud PMS and OTA extranets Exposure to revenue management practices and rate parity Experience in luxury or resort environments preferred

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Responsibilities

The Reservations Agent is responsible for responding to hotel reservation inquiries and providing knowledgeable assistance to guests. This role includes managing bookings, upselling services, and ensuring accurate data entry in the reservation system.