Reservations Agent

Accor

How does your working day look like

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

Identify guest reservation needs and determine appropriate room type

Verify availability of hotel, room type and room rate

Explain guarantee, cancellation and no-show policies

Answer questions about property facilities/services and rooms

Follow sales techniques to maximize revenue by utilizing effective upselling technique

Understand and support the revenue management strategies employed by Revenue Management such as rate types, rate Restrictions and availabilities

Input data into the PMS reservation systems

Indicate special room reservation types (e.g. complimentary rooms, employee discounts, business rate...etc.) by inputting the correct code and rate in the reservation system

Be knowledgeable in the use of reservations system used in Accor, such as Opera Cloud, RESAweb and Synxis

Actively enroll guests into Accor membership and Ennismore Disloyalty Program

Support Reservation Supervisor and/or Asst. Revenue and Reservations Manager in achieving the department goals and special projects as required

Responsible for effective implementation and compliance with company Reservation Standards

Achieve targeted goals in Hotel audit calls.

Maintain accuracy of the PMS Database

Ensure market segmentation is accurate for each reservation

Merge profiles as necessary

Ensure to meet the property standard in terms of accuracy of data and guest satisfaction

Run daily reports, identify any special requests and check reports for accuracy, where required by the Reservation Supervisor and/or Asst. Revenue and Reservations Manager

Review training records and relevant documents and ensure to acknowledge the training data

Liaise daily with Reservation Supervisor and/or Asst. Revenue and Reservations Manager regarding business on the books and strategy for the day

Convey customer feedback to assist the Sales and Revenue Team in pricing

Assist coworkers, ensuring new joiners understand their tasks.

Speak to guests and co-workers using clear, appropriate and professional language.

Answer telephones using appropriate etiquette as per call standard SOP

Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.

Follow company and department policies and procedures.

Perform other reasonable job duties as requested by Supervisors / Manager

Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Protect the privacy and security of guests and coworkers.

Your personality counts more than your CV

You have good written & spoken Arabic and English language skills.

You ve gained experience in a similar role for 01-03 years

You can inspire your fellow staff just as you can inspire your guests. On top of this, you know your way around town and always have tips for partying up your sleeve.

You re a doer and even if you do it wrong sometimes, you openly admit it.

You re not just bringing your abilities, but also your character.