Reservations Agent

Key Responsibilities

1. Understand the key principles of ACCOR’S Pricing Strategies and Revenue Management
   • Retail, Corporate, Leisure, Group, Other
   • Rate Restrictions, hurdles and availabilities
2. Maximise rooms revenue through the conversion of telephone calls into sales
   • Utilize effective upselling techniques
   • Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
3. Be fluent on all hotel products and services
4. Handle emails pertaining to rooms reservations
5. Be fully conversant with all market segments and rate plans used across all distribution channels
   • Be flexible in sales technique through offering the right product to the right customer at the right time
6. Handle customer queries and complaints relating to Rooms Reservations
7. Co-host dinners/special events with the Sales Team and be involved in client entertainment as required
8. Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
9. Responsible for effective implementation and compliance with ACCOR’S Core Reservation Standards
   • Achieve targeted goals in the LQA Hotel Mystery Shopping calls
10. Maintain accuracy and cleanliness of the PMS Database
    • Ensure market segmentation is accurate for each reservation
    • Create hierarchies/relationships between Corporate Accounts
11. Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
    • Complete understanding and effective execution of current and new RM tools. Includes Opera PMS.
    • Be involved in all property PMS Conversions
12. Complete understanding and effective use of the Hotel’s telephone system
13. Maintain the Reservation correspondence