Reservation Agent

Job Description

Main responsibilities

• Follows up the administration of reservations thoroughly, making check-in operations easier for the Front Office team
• To be fully conversant with Opera Cloud and hotel systems
• Transforms enquiries into reservations to maximise revenue.
• Offer and explain the ALL Accor loyalty program to all customers
• Ensures that all reservations details are entered into the system precisely and confirmed with the customer
• Ensures that any requests are passed onto the relevant department for action
• Helps to optimise occupancy and average room rates
• Respects and applies the hotel’s pricing policy and implements the Revenue Management policy
• To be fully aware of the hotel bedroom types, hotel facilities and its location including transport links
• Ensures all customers first impression of the hotel is a Heartist one
• To be fully aware of any restricted dates, special offers and promotions
• Complete checks for duplicate bookings and take necessary action
• Handles and resolve all customers complaints in an efficient manner
• Charges all no shows and track them
• Ensures that all payments are handled securely
• To provide a hospitable service to the standards laid down in the Pullman Standards Training Manual
• To maintain at all times the filing and filing syste
• To check all correspondence in connection with reservations and deal with accordingly
• To be fully aware of all types of bedrooms, all their facilities and locations
• To be able to offer an alternative (i.e. date, type of room) if we cannot provide what our caller requires
• To ensure that restricted dates, offer rates and promotions are updated and monitored on a daily basis.
• To run all appropriate reports connected with rooms as laid down in the Reservations Manual and distributed to the General Manager and Welcome Manager – as agreed with your manager
• To work in accordance with the rooms strategy/top line actions
• To communicate and co‑ordinate group enquiries, rate quotes with the Sales Manager and via the Reservations Manager
• To ensure that group information and contracts are kept up to date and followed up in line with hotel policy
• To ensure that the hotel credit policy is adhered to
• To advise housekeeping of any special requirements requested, i.e. late booking, Z beds, cots and VIP’s
• To develop and maintain good working relationships with all departments in the hotel
• To attend all relevant training as and when required
• To attend all Pullman and statutory training sessions as advised by the Reservations Manager
• To take part in Signature Training and then take Signature phone

Additional Information

• Bonus Breaks: Enjoy two complimentary oneor two night staysper year at other Accor properties across the UK
• Pension Scheme: Secure your future with our contributory pension plan
• Employee Benefit Card: Take advantage of discounted rates at Accor Hotels worldwide
• Complimentary Meals: Free meals provided whilston duty
• Wellness Perks: Free access to the hotel gym
• Employee Assistance Programme: Confidential support available 24/7
• Annual Leave: Up to 33 days of annual leave per year (including public holidays).

Salary: £15.55 per hour (£31,535 per annum)

The successful candidate must already have eligibility to work in the UK

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