Reservations Agent

Accor Group

The Reservations Agent plays a key role in ensuring smooth reservation processes, maintaining accurate data, and supporting revenue management strategies. The position requires excellent communication skills, proficiency in reservation systems, and the ability to manage guest interactions efficiently while maximizing hotel occupancy and revenue.

Key Responsibilities

• Handle all reservation inquiries, modifications, and cancellations promptly and professionally.
• Identify guest needs and recommend suitable room types, packages, and rates.
• Follow up on reservation confirmations and pre-arrival arrangements.
• Maintain accuracy in the PMS and reservation systems, ensuring proper data entry for rate codes, segmentation, and guest details.
• Apply effective upselling techniques to maximize room revenue and occupancy.
• Ensure all special requests and booking details are communicated to relevant departments.
• Coordinate closely with the Front Office and Revenue teams to optimize room allocation.
• Enroll guests into Accor s loyalty programs (ALL and Ennismore Disloyalty).
• Support the Reservations Supervisor and Assistant Revenue Manager in achieving departmental goals.
• Monitor and manage reservation reports, ensuring data accuracy and completeness.
• Handle telephone and email inquiries with professional etiquette and hospitality.
• Maintain confidentiality of guest information and adhere to hotel privacy standards.
• Participate in training and contribute to continuous improvement of service standards.
• Demonstrate full understanding of hotel policies, cancellation terms, and booking procedures.
• Assist with other duties as assigned by management to support overall operations.