Reservations Agent
All Accor
Reservations Agent
All Accor
Global hotel management, franchising, loyalty program
Reservations Agent
You are the beginning of an exceptional guest experience. As a Reservations Agent, you will make our guests feel welcome and reflect the exceptional experience the come when they arrive!
What is in it for you:
Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference through our Corporate Social Responsibility activities
What you will be doing:
Consistently offer exceptional, friendly and engaging service
Ensure the best selection for the guest and ensure revenue is maximized through up-selling
Recommend property facilities and assist guests with information and special requests
Book room reservation requests, enter rooming lists, and update accurate information in the system
Duties / Responsibilities:
• Booking Management: Process individual and group hotel reservations accurately across multiple booking channels, including telephone, email, and online platforms.
• Guest Communication: Act as a primary point of contact to handle booking amendments, answer facility enquiries, and coordinate special pre-arrival requests.
• Revenue & Upselling: Convert incoming enquiries into confirmed bookings and actively identify opportunities to upsell room types and hotel services.
• Group Coordination: Manage corporate and group allocations, track room blocks, and closely liaise with event organisers to prepare rooming lists.
• Cross-Hotel Teamwork: Work collaboratively with the Reception and Sales teams at both Novotel and ibis Southampton to ensure seamless guest transitions.
Required Skills / Experience:
• Customer Service & Communication: Excellent written and spoken English with a confident, professional phone manner and a strong guest-focused attitude.
• Organisation & Multitasking: Proven ability to manage multiple administrative tasks simultaneously with high attention to detail in a fast-paced environment.
• Problem-Solving & Adaptability: A calm, resourceful, and flexible approach to handling unexpected customer enquiries or scheduling challenges.
• Commercial Awareness: Basic understanding of sales with the confidence to identify upselling opportunities and convert enquiries into business.
• Systems & Scheduling Flexibility: Quick to learn new digital platforms (like hotel booking systems) and fully flexible to work a 7-day rota, including weekends and public holidays.
Experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus
Compensation: N/A to 12.95 (GBP) (HOURLY)
Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.
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