Company Description
By joining us, you will become a Heartist because hospitality is, first and foremost, a work of heart.
You will join a caring environment and a team where you can be all you are. It will be a supportive place to grow, to fulfill yourself, to discover other professions, and to pursue career opportunities in your hotel or in other hospitality environments, in your country or anywhere in the world!
You will enjoy exclusive benefits specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you do with us, regardless of your profession, will offer a deep sense of meaning, creating lasting, memorable, and impactful experiences for your customers, colleagues, and the planet.
Job Responsibilities
1. Handle all incoming reservation inquiries in a timely manner, with a focus on up-selling and maximizing revenue opportunities.
2. Provide passionate, knowledgeable, and friendly service to external and internal guests at all times.
3. Greet all guests in contact with the Reservations department in a friendly manner, using their name at all times.
4. Maintain accuracy during calls and while inputting details.
5. Answer all telephone calls within three rings professionally according to brand standards.
6. Be familiar with the reservations system, rate structures, occupancy, and property features to maximize occupancy.
7. Ensure all guest details are fully updated in the PMS system and maintain efficient records.
8. Action requirements as needed and confirm with the guest or booker.
9. Adhere to set rates.
10. Become and maintain fluency with the Accor Loyalty Programme.
11. Maintain strong product knowledge of property offerings and surrounding area.
12. Read all communication material at the start of each shift.
13. Communicate special requests to relevant departments promptly.
14. Coordinate with other departments to ensure relevant information is passed on.
15. Notify the Sales Team of any relevant sales leads.
Qualifications
Knowledge and Experience
* Experience in a reservations environment or customer service experience, preferably in a hotel.
* Strong knowledge of computer systems, including Microsoft Office.
* Competent with OPERA Clouds PMS.
* Fluent in English, both spoken and written; additional languages are a plus.
* Experience in delivering excellent customer service and upselling.
* Excellent written and verbal communication skills.
* Well-presented with the ability to build rapport in person and over the phone.
* Ability to work under pressure and think quickly.
* Service-oriented with attention to detail.
* Multicultural awareness and ability to work with diverse cultures.
* Ability to work independently and show initiative.
* Self-motivated, energetic, with a positive attitude.
* Flexible to work various shifts.
* Strong passion for hotel operations.
* Confident in communication, negotiation, and relationship-building skills.
* Effective time management and multitasking skills.
* High personal integrity.
* Entrepreneurial spirit, driven, ambitious, and energetic.
* Good interpersonal skills for communication across all team levels.
* Flexible and adaptable to change.
* Role model in line with Accor values and Heartist culture.
Additional Information
You are the reason for our success as a hotel company. We offer a range of benefits to appreciate your excellent work, including staff discounts through the ALL Heartists program, annual service and tenure recognition, and living on-site provisions for remote locations.
#J-18808-Ljbffr