Reservations Agent (FIT/Groups)

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

• Following the initial group quotation stage, which is managed by the Director of Revenue, take over the management of the group block once the group has confirmed and the booking has been loaded into Opera.
• Be responsible for the ongoing management of the group block from handover through to departure, including monitoring cut-off dates, inventory and potential wash of business, and escalating any concerns to the Operations Manager and Director of Revenue.
• Load rooming lists into Opera accurately and promptly (within 24 hours of receipt) and make modifications to reservations as changes are received.
• Handle specific group requests (including room type, room allocation, early arrival, late departure and accessibility requirements) and respond to the group contact within 24 hours.
• Use hotel systems to communicate group requests and requirements to other departments, ensuring a clear line of communication for special requests or other reservation-related matters.
• Be responsible for the successful delivery of the group experience, liaising with the group contact and hotel stakeholders before, during and after the group’s stay.
• Manage loyalty memberships for group guests, including ensuring membership numbers are correctly captured on reservations.
• Preparation of group information sheets (group movements) and briefing of Hotel stakeholders prior to arrival of group.
• Handle any other department issues related to groups (including but not limited to follow up on prepayment, routing and vouchers) and manage group payments, cancellations and terms and conditions in line with the signed agreement.
• Produce reports and statistics as requested by the Operations Manager or Director of Revenue. This will include but not limited to, Group Wash and Rooming List Status reports.
• Maintains a precise filing system for all Group reservations and correspondence.
• Performs all reservations duties including making and entering reservations.
• Handle guest complaints and enquiries in an efficient and professional manner and ensure the Operations Manager is informed of any guest feedback.
• Maintains control of guest history and report to the Operations Manager.
• Ensure VIP and complimentary room night procedures are adhered to.
• Ensure Accor brand and company standards are implemented and updated.
• Promotes and maintains good public relations with group organisers, PCO’s, travel agents and commercial organisations.
• Works to and maintains a ResaVision average score in line with department expectations (current benchmark 80%).
• Any other duties assigned from time to time by the Operations Manager.
• Assistant in additional tasks ensuring guest enquires and FIT bookings are managed accordingly
• Answer calls that come in a timely manner

• Minimum of 1-2 years of experience in a Front Office or Reservations role.
• Strong working knowledge of Microsoft Outlook, Microsoft Office and Opera.

Competencies

• 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.
• 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.