Reservations Agent

Job Description

This role handles all customer inquiries related to room reservations, with a strong focus on revenue maximization, quality service, and brand standards. The Reservations Agent is responsible for converting inquiries into confirmed bookings while delivering an exceptional guest experience and supporting the hotel’s revenue management strategy.

• Understand and apply the key principles of ACCOR’s Pricing Strategies and Revenue Management, including Retail, Corporate, Leisure, Group, and Other segments
• Rate restrictions, hurdles, and availability controls
• Maximize room revenue by converting telephone inquiries into confirmed reservations
• Apply effective upselling and cross-selling techniques
• Take reservations in line with revenue management strategies
• Demonstrate full knowledge of all hotel products, services, and facilities
• Handle reservations inquiries via telephone, email, and fax professionally and efficiently
• Be fully conversant with all market segments and rate plans across all distribution channels
• Adapt sales techniques to offer the right product to the right customer at the right time
• Handle guest queries and complaints related to room reservations with professionalism and care
• Identify and communicate sales opportunities related to:
• Individual guests
• Corporate accounts
• Wholesalers and Travel Management Companies
• Co-host dinners and special events with the Sales team and participate in client entertainment when required
• Ensure full compliance with ACCOR’s Core Reservation Standards
• Achieve targeted scores in LQA Hotel Mystery Shopping calls
• Maintain accuracy and integrity of the PMS database
• Ensure correct market segmentation for each reservation
• Create and maintain hierarchies and relationships between Corporate Accounts
• Ensure all reservations meet property standards in terms of data accuracy and guest satisfaction
• Demonstrate complete understanding and effective use of RM tools, including Opera PMS / S&C
• Participate in PMS conversions as required
• Demonstrate full and effective use of the hotel telephone system
• Maintain all reservation correspondence accurately and timely
• Support the Reservations Manager and Revenue Management team with special projects as required

• Ability to adapt to a fast‑paced and changing environment
• Strong attention to detail
• Ability to handle multiple tasks simultaneously
• Strong organizational and workflow management skills
• Guest‑service oriented with a professional and positive attitude
• Strong communication and interpersonal skills

• Fluency in English, written and spoken
• Degree or Diploma in Hotel Management, Training & Development, or related field
• Working knowledge of Opera PMS and Microsoft Office
• Additional languages are an asset
• Minimum 2 years’ experience in a hotel or resort as a Reservations Agent – Luxury hotel or resort background preferred
• Good understanding of local culture with previous regional experience preferred
• Fluency in Russian is an asset