Reservations Agent

• Provides a friendly and personal welcome for guests
• Ensures that administrative procedures never take priority over guest relations
• Makes every effort to meet guests' needs to conclude a sale
• Deals swiftly, efficiently and sensitively to all guest requests and follows through
• Helps encourage guest loyalty by developing friendly, personalized relationships
• Conveys the brand and hotel image through his/her irreproachable attitude
• Provides answers that are adapted to customers' needs, taking the accommodation possibilities into account
• Identifies the new customer and modifies the sales pitch accordingly
• Informs customers about the services on offer at the hotel and encourages them to use it
• Maximizes upselling and offers appropriate room category for the guest
• Be familiar with the local area around the hotel, including the competition
• Suggests other Accor hotels to customers if the hotel is full
• Promotes the Group loyalty program (Accor Live Limitless)
  

Qualifications

• Diploma or degree in hospitality, F&B or sales
• Preferably has 1 or 2 years' experience in a customer service or telephone contact position
• Accessible to beginners, with on-the-job training
• Knowledge of reservation and distribution tools
• Knowledge of the hospitality sector
• Computer literate: desktop applications and internet
• Fluent in the national language, good working knowledge of English
• A third language would be a plus