Group Reservations Agent

Job Description

As Group Reservations Agent, you'll be responsible for managing all aspects of group bookings, ensuring seamless coordination, accurate communication, and a superior guest experience. From liaising with clients and managing room blocks to producing forecasting reports, this role is essential to the smooth operation of our group reservation process.

Key Responsibilities:

• Manage all group bookings of 10+ rooms.

• Handle Professional Conference Organiser (PCO) group blocks, including inventory control, payments, and setup.

• Respond promptly to all group enquiries (via email or phone).

• Input group reservations and relevant data for upcoming 3-month periods in a timely manner.

• Coordinate group details internally, including prepayments, routing, vouchers, and special requests.

• Prepare group movement sheets and conduct briefings for hotel stakeholders.

• Monitor hotel inventory and track business wash for group bookings.

• Generate reports and 3-month forecasts.

• Manage all aspects of group payments, cancellations, and rooming lists.

• Maintain accurate filing systems and reservation documentation.

• Handle guest feedback and complaints professionally, escalating when necessary.

• Ensure VIP and complimentary room night procedures are followed.

• Uphold Accor brand standards across all group reservation processes.

• Foster strong relationships with PCOs, travel agents, and other partners to drive business.

• Achieve departmental performance benchmarks.

Qualifications

• Minimum 1-2 years of experience in hotel reservations or a front office role in a hotel
• Familiarity with hotel systems, particularly Opera Cloud
• Customer-first attitude with exemplary problem-solving and conflict-resolution skills
• Sound experience in handling group bookings and coordinating room blocks
• Strong understanding of hotel operations, including room inventory, rate structures, and reservation policies
• Excellent written and verbal communication skills with a professional phone manner
• Strong administrative and organisational skills with high attention to detail and accuracy
• Demonstrated ability to manage multiple tasks and priorities under pressure
• Proficiency in Microsoft Office Suite: Outlook, Word and Excel