Reservation Officer

- To attract guests and enhance their loyalty, providing a distinctive service through communication and sales skills in order to improve the hotel's image and to increase revenue.
- To recognize potential clients and transmit information to Sales team
- To recognize VIP guests and to apply the concerned policies.
- To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
- To promote the Accor loyalty programs and the hotel promotions.
- To respect the privacy of the guests and the confidentiality of the information.
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
- To report all guest comments or complaints.
- To call the supervisor or manager for advice in serious cases or if an approval is required.
- To properly use the telephone etiquettes as per Sofitel standards.
- To have a perfect knowledge of room types and rate structure.
- To ensure the accuracy of all booking information entered in the PMS.
- To maintain an accurate Guest History, Guest Profile
- To follow up availability and rate charts on TARS and other booking systems / channels.
- To follow daily check-lists.
- To fulfill administrative tasks and filing.
- Employee benefit card offering discounted rates in Accor worldwide