Reservations Agent

Company Description

Mantis, part of the Luxury & Lifestyle division of Accor, is a leading, conservation-focused hotel group with eco-lodges, waterways and curated eco-resorts located all over the world. Sustainable travellers have been enjoying eco-tourism, safaris, and adventure travel with Mantis since 2000. Rooted in conservation, Mantis pursues sustainable business practices and develops tourism products that are respectful of the environment and communities in which they operate.

Whether small and intimate or vast and complex, on a sweeping African plain, beach-side escape or bustling city, each is an exceptional place for guests to find themselves. While uniquely different in the experiences they offer, all are linked through a collective obsession to be extraordinary, to be rare in a world that mass-produces sameness.

Job Description

This pivotal role involves creating exceptional guest experiences. Your responsibilities revolve around managing reservations with precision, ensuring effective communication channels, and providing top-notch customer service. In this dynamic position, you will be at the forefront of guest interactions, contributing significantly to the success of our pre-opening phase.

What Is In It For You

• Unleash the excitement: enticing rewards and unbeatable benefits are waiting for you!
• Ignite your skills with our cutting-edge Academies for rapid professional growth.
• Cultivate your talents and watch your career flourish, locally and globally.
• Drive change through impactful Corporate Social Responsibility activities.
• Immerse yourself in a vibrant work environment with extraordinary colleagues.
• Join us on a direct path to success as we skyrocket to new heights!
  

Key Responsibilities

• Reservation Management: Handle guest reservations through various channels, including phone, email, and online platforms, ensuring accuracy and adherence to policies.
• Communication Hub: Serve as a central point of contact for guest inquiries, providing information on room availability, rates, and hotel services. Respond promptly to emails and other communication channels.
• Booking Process: Facilitate the booking process by entering reservation details accurately into the Property Management System (PMS). Update room availability, rates, and payment information.
• Guest Assistance: Assist guests with inquiries, special requests, and provide information on hotel amenities. Ensure a personalized and memorable experience for each guest.
• Collaboration with Departments: Work closely with various departments, including Sales, Front Desk, and Housekeeping, to coordinate guest requests, room assignments, and other requirements.
• Communication Enhancement: Enhance communication strategies to streamline the reservation process and improve guest satisfaction. Provide clear and concise information to guests and internal teams.
• Upselling and Promotion: Identify opportunities for upselling room categories, packages, and promotions to maximize revenue and enhance the guest experience.
  

Qualifications

• Education: High school diploma or equivalent; additional hospitality training is a plus.
• Experience: Previous experience in reservations or customer service roles.
• Communication Skills: Excellent verbal and written communication skills.
• Computer Proficiency: Familiarity with reservation systems and proficiency in Microsoft Office.
• Customer-Centric Approach: Dedication to providing exceptional customer service and creating positive guest experiences.
  

Additional Information

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.