Reservations Officer

Job Description: Handle all incoming and outgoing room reservation requests via phone, email, and online channels, ensuring adherence to hotel standards and procedures. Provide exceptional communication and sales skills to enhance the hotel's image, offering guests an outstanding experience that promotes loyalty and increases revenue. Recognize potential clients, forward relevant information to the Sales Department, and identify VIP guests, applying appropriate policies for personalized service. Actively promote Accor loyalty programs and hotel promotions to guests to increase retention and sales. Ensure guest privacy and confidentiality at all times in line with company policy. Professionally manage guest complaints or special requests, ensuring timely resolution and documenting any issues for follow-up. Maintain accurate data entry for reservations in the Property Management System (PMS), ensuring all bookings are entered correctly and up-to-date. Keep a thorough understanding of guest preferences and booking history. Monitor booking availability and following up when necessary. Provide updated reports and statistics to management and other departments regarding reservation activity, occupancy rates, and any relevant data. Manage daily checklists, administrative tasks, and maintain filing and communication systems to ensure the reservation process runs smoothly. Carry out additional duties and special projects as assigned by management.

Qualifications: High school diploma or equivalent required; a degree in Hospitality Management or related field is a plus. Proven experience in a reservations or customer service role, preferably in a hotel environment. Excellent communication, sales, and customer service skills. Ability to manage multiple tasks efficiently and prioritize in a fast-paced environment. Professional demeanor with a focus on guest satisfaction and privacy. Fluency in English and other languages is preferred. Knowledge of Accor’s loyalty programs and hotel promotions is a plus.