RESERVATIONS

Description

Position Summary: This role manages and records accommodation reservations efficiently, ensuring a seamless customer experience, delivering courteous and professional service across various channels, and supporting hotel occupancy optimization. Key Highlights: 1. Manage accommodation reservations efficiently and accurately. 2. Provide courteous and professional service, resolving customer inquiries. 3. Actively contribute to achieving departmental objectives. Company Description Why work for Accor? We are much more than a global leader. We welcome you just as you are, and you can find a job or a brand that matches your personality. We support your daily growth and learning, ensuring your work gives purpose to your life, so that during your journey with us, you can continue exploring Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write—and together, we can imagine hospitality of tomorrow. Discover the life awaiting you at Accor—visit https://careers.accor.com/ Job Description PRIMARY OBJECTIVE OF THE POSITION To manage and record accommodation reservations efficiently, accurately, and promptly, ensuring a seamless customer experience. To deliver courteous and professional service across various channels, resolve inquiries, and provide clear information. To maintain up-to-date availability in systems and coordinate with operational departments. To support hotel occupancy optimization. To contribute to customer satisfaction from the first point of contact. KEY DUTIES AND RESPONSIBILITIES * Answer telephone calls promptly and courteously, providing customers with information about hotel operations. * Respond to reservation requests via telephone and internet, verify availability in the system, process individual and group reservations, and inform customers of details such as daily rates, apartment types, hotel opening hours, etc. * Verify floor availability for the unit in the system, taking into account actual hotel conditions, to avoid discrepancies between reservations and occupied floors. * Open accounts in the system, entering data such as rooming lists, payment methods, terms, etc. * Track and file reservations, services, “house use,” and guaranteed “no-show” reservations. * Close accounts upon group departure, verify correct invoice issuance, and confirm other required data. * Provide service and support to corporations, travel agencies, and tour operators, clarifying inquiries and guiding them on basic hotel operations. * Be responsible, during your shift, for resolving any reservation-related issues. * Share customer preferences with the Front Office team so the ACDC can be updated to personalize products and services for each guest and make every stay remarkable. * Follow guidelines provided by supervisors regarding selective waste collection and consumption of water, energy, and cleaning products to meet environmental objectives. * Meet departmental goals: Actively contribute to achieving departmental objectives through efficient execution of assigned tasks, aligned with established strategic and operational guidelines. * Participate in mandatory and developmental training: Attend and complete company-required training sessions to maintain and strengthen competencies essential for this position. * Collaborate with other departments to ensure operational continuity: Provide support to other departments when needed, ensuring smooth processes and uninterrupted organizational operations. * Perform other specific duties as required by the department/hotel. Requirements REQUIREMENTS: EDUCATION Desirable: Higher education in Hospitality, Tourism, or related field Minimum: Completed secondary/high school education Courses: Customer Service REQUIRED PERSONAL CHARACTERISTICS: * Organization * Discretion * Attention to detail Additional Information We are much more than a global leader. We welcome you just as you are, and you can find a job or a brand that matches your personality. We support your daily growth and learning, ensuring your work gives purpose to your life, so that, during your journey with us, you can continue exploring Accor’s limitless possibilities. By joining Accor, every chapter of your story is yours to write—and together, we can imagine hospitality of tomorrow. Discover the life awaiting you at Accor—visit https://careers.accor.com/ Employee Benefits Card offering discounted rates at Accor properties worldwide * Learning programs through our Academies * Opportunities to develop your talent and grow within your hotel and globally! * Ability to make a difference in the local community through our Corporate Social Responsibility initiatives, such as Planet 2 For Accor, Diversity & Inclusion means welcoming everyone and respecting their differences—valuing only qualities and skills. Our goal is to offer purpose-driven employment within an inclusive culture, provide excellent working conditions, and promote the development of all individuals—including persons with disabilities. Please do not hesitate to inform us of any specific needs you may have so we can take them into consideration. Rotating shift schedule Fixed-term contract Meal allowance and transportation allowance