- Handles all incoming reservations enquiries in a timely manner, taking particular care to up-sell and maximise revenue opportunities.
- Provide passionate, knowledgeable and friendly service to external and internal guests at all times
- Greet all guests that come into contact with the Reservations department in a friendly manner, ensuring that the guest name is used at all times
- Maintain accuracy during the call & while inputting details on the call
- Answer all telephone calls within three rings in a professional manner according to brand standard
- Ensure familiarity with the reservations system, all tiers of the rate structure, occupancy and Property features to maximise occupancy at every opportunity
- Ensure all guest details are fully updated on PMS system and maintain efficient records
- Action requirements as needed & confirm accordingly with the guest / booker
- Adhere to set rates
- Become & maintain fluency with the Accor Loyalty Programme
- Maintain strong product knowledge – know all products and specials available at the Property and Properties in the surrounding Area
- Read all communication material at the commencement of each shift
- Ensure special requests are communicated to relevant Departments to ensure they actioned appropriately and in a timely manner
- Communicate clearly with other Departments as necessary to ensure relevant information is passed on
- Advise Sales Team of any relevant sales leads
Knowledge and Experience
- Experience in a similar reservations environment, alternatively, customer service experience required, preferably in a Hotel environment.
- Strong knowledge of computer systems including Microsoft Office.
- Competent knowledge of OPERA Clouds PMS
- Fluent orally & verbally in English, with other languages well regarded.
- Experience delivering excellent customer service
- Experience providing prompt and efficient service including upselling advantageous
- Exemplary written and verbal communication skills
- Well-presented with a natural ability to build rapport both in person and over the telephone
- Ability to work under pressure, and think on your feet.
- Service oriented with an eye for detail.
- Multicultural awareness and able to work with people from diverse cultures.
- Ability to work independently and demonstrated initiative in a dynamic environment.
- Self-motivated and energetic, with positive and professional attitude
- Ability to work a variety of shifts.
- Strong focus and passion for hotel operations
- Confident and articulate communication, negotiation, relationship and networking skills
- Time management skills with the ability to multitask
- Strong personal integrity
- Entrepreneurial spirit with drive, ambition and high level of energy
- Good interpersonal skills with ability to communicate with all levels of team members
- Flexible and able to embrace and respond effectively to change
- Role model in Accor values and Heartist culture.
You are the reason why we are a successful Hotel company. We have an array of benefits to thank you for your wonderful work such as staff discount systems known as ALL Heartists, Annual Service Recognition, Tenure Recognition and Living on Site Provisions for remote locations.
