Job Description
**Reservation Agent Responsibilities:**
- Embody and represent the Novotel brand values in all guest interactions, maintaining professional standards and service excellence at all times
- Manage all reservation operations, including booking entries, modifications, and cancellations with accuracy and attention to detail
- Execute proper data entry and manual filing procedures while maintaining statistical accuracy and integrity of reservation records
- Maximize hotel occupancy potential through strategic reservation management while protecting the business mix and rate integrity
- Maintain constant, professional communication with guests regarding inquiries, confirmations, and special requests
- Collaborate closely with front office, sales, and marketing personnel to provide timely advice and consistent feedback on guest inquiries and market trends
- Monitor reservation trends and occupancy forecasts to support revenue management objectives
- Process guest payments and maintain confidentiality of financial and personal information in compliance with company policies
- Handle guest complaints and special requests professionally, escalating issues to management when necessary
- Maintain knowledge of hotel facilities, services, amenities, and local attractions to provide comprehensive information to prospective guests
- Prepare and maintain accurate reservation reports and documentation for management review and analysis
**Reservation Agent Qualifications:**
**Required Qualifications:**
- Proficiency with Property Management Systems (PMS), such as Opera Cloud or similar reservation software
- Excellent verbal communication skills with a professional and courteous telephone manner
- Strong written communication abilities with accurate spelling and grammar
- Detail-oriented with demonstrated ability to maintain accuracy in data entry and record-keeping
- Minimum 1-2 years of customer service experience, preferably in hospitality or hotel operations
- Ability to multitask and manage multiple reservations simultaneously while maintaining quality standards
- Strong problem-solving skills with the ability to handle guest inquiries and complaints professionally
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
**Preferred Qualifications:**
- Previous experience as a Reservation Agent or in a hotel front office environment
- Knowledge of hotel operations, facilities, amenities, and local attractions
- Multilingual capabilities (additional languages beyond English)
- Familiarity with revenue management principles and occupancy forecasting
- Experience with GDS (Global Distribution Systems) or other hospitality booking platforms
- Certification in hospitality customer service or hotel operations
- Flexibility to work varied shifts, including evenings, weekends, and holidays as needed
WHY WORK FOR ACCOR
- Employee benefit card offering discounted rates at Accor hotels worldwide.
- Develop your talent through Accor’s learning programs.
- Opportunity to grow within your property and across the world!
- Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.