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- Tasks: Manage reservations and ensure a seamless check-in experience for guests.
- Company: Join a leading hotel brand known for its exceptional service.
- Benefits: Enjoy competitive pay, free meals, wellness perks, and generous annual leave.
- Other info: Opportunities for growth and training in a dynamic hotel environment.
- Why this job: Be the first point of contact for guests and create memorable experiences.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 31535 - 31535 £ per year.
Main responsibilities:
- Follows up the administration of reservations thoroughly, making check-in operations easier for the Front Office team.
- To be fully conversant with Opera Cloud and hotel systems.
- Transforms enquiries into reservations to maximise revenue.
- Offer and explain the ALL Accor loyalty program to all customers.
- Ensures that all reservations details are entered into the system precisely and confirmed with the customer.
- Ensures that any requests are passed onto the relevant department for action.
- Helps to optimise occupancy and average room rates.
- Respects and applies the hotel’s pricing policy and implements the Revenue Management policy.
- To be fully aware of the hotel bedroom types, hotel facilities and its location including transport links.
- Ensures all customers' first impression of the hotel is a Heartist one.
- To be fully aware of any restricted dates, special offers and promotions.
- Complete checks for duplicate bookings and take necessary action.
- Handles and resolves all customers' complaints in an efficient manner.
- Charges all no shows and tracks them.
- Ensures that all payments are handled securely.
- To provide a hospitable service to the standards laid down in the Pullman Standards Training Manual.
- To check all correspondence in connection with reservations and deal with accordingly.
- To be able to offer an alternative (i.e. date, type of room) if we cannot provide what our caller requires.
- To ensure that restricted dates, offer rates and promotions are updated and monitored on a daily basis.
- To run all appropriate reports connected with rooms as laid down in the Reservations Manual and distributed to the General Manager and Welcome Manager – as agreed with your manager.
- To work in accordance with the rooms strategy/top line actions.
- To communicate and co‑ordinate group enquiries, rate quotes with the Sales Manager and via the Reservations Manager.
- To ensure that group information and contracts are kept up to date and followed up in line with hotel policy.
- To ensure that the hotel credit policy is adhered to.
- To advise housekeeping of any special requirements requested, i.e. late booking, Z beds, cots and VIPs.
- To develop and maintain good working relationships with all departments in the hotel.
- To attend all relevant training as and when required.
- To attend all Pullman and statutory training sessions as advised by the Reservations Manager.
- To take part in Signature Training and then take Signature phone.
Additional Information:
- Bonus Breaks: Enjoy two complimentary one or two night stays per year at other Accor properties across the UK.
- Pension Scheme: Secure your future with our contributory pension plan.
- Employee Benefit Card: Take advantage of discounted rates at Accor Hotels worldwide.
- Complimentary Meals: Free meals provided during duty.
- Wellness Perks: Free access to the hotel gym.
- Employee Assistance Programme: Confidential support available 24/7.
- Annual Leave: Up to 33 days of annual leave per year (including public holidays).
Salary: £15.55 per hour (£31,535 per annum). The successful candidate must already have eligibility to work in the UK.
Reservation Agent employer: AccorHotel
Contact Detail:
AccorHotel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Reservation Agent
✨Tip Number 1
Get to know the hotel inside out! Familiarise yourself with the facilities, room types, and local transport links. This knowledge will help you impress during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your customer service skills! As a Reservation Agent, you'll be dealing with enquiries and complaints. Role-play scenarios with friends or family to build your confidence and ensure you're ready to handle any situation.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining our team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Reservation Agent
Some tips for your application 🫡
Know the Role: Before you start writing, make sure you understand what a Reservation Agent does. Familiarise yourself with the responsibilities listed in the job description, like handling reservations and customer complaints. This will help you tailor your application to show how you fit the bill.
Be Precise: When filling out your application, pay attention to detail. Make sure all your information is accurate and matches what’s on your CV. This is especially important for roles that require precision, like managing reservations and payments.
Show Your Customer Service Skills: Since this role involves a lot of interaction with customers, highlight any previous experience you have in customer service. Share specific examples of how you've handled enquiries or resolved complaints to demonstrate your ability to provide a Heartist experience.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at StudySmarter!
How to prepare for a job interview at AccorHotel
✨Know Your Stuff
Make sure you’re familiar with Opera Cloud and the hotel systems mentioned in the job description. Brush up on how reservations work and be ready to discuss how you would handle specific scenarios, like managing customer complaints or optimising occupancy.
✨Show Off Your Customer Service Skills
This role is all about providing a top-notch experience for guests. Prepare examples of how you've gone above and beyond for customers in the past. Think about times when you’ve turned a negative situation into a positive one.
✨Understand the Hotel's Offerings
Get to know the hotel’s facilities, room types, and location. Be prepared to explain how you would communicate this information to potential guests, especially regarding special offers and promotions.
✨Practice Makes Perfect
Conduct mock interviews with a friend or family member. Focus on common interview questions for reservation agents, such as how you would handle a double booking or explain the loyalty programme to a customer. The more you practice, the more confident you'll feel!