Reservations Coordinator

2 weeks ago

San Francisco California, United States AccorHotel Full time
Job Summary

We are seeking a highly skilled and customer-focused Reservations Agent to join our team at AccorHotel. As a key member of our reservations team, you will be responsible for providing exceptional service to our guests, ensuring a seamless and memorable experience.

Key Responsibilities
  • Guest Service: Provide professional, friendly, and engaging service to our guests, ensuring their needs are met and exceeded.
  • Reservation Management: Book and enter room reservation requests using our Property Management System, ensuring accuracy and efficiency.
  • Group Management: Enter and/or update group lists as required, maintaining accuracy and attention to detail.
  • VIP Service: Reach out to guests booking high-rated suites, providing personalized service and ensuring their stay is exceptional.
  • Communication: Manage the Reservations inbox and in-house reservation requests from Sales, Convention Services, and Executive Office, responding in a timely and professional manner.
  • Check-in/Check-out: Update reservations to ensure a flawless check-in and check-out process, including acquiring deposits when needed and setting up billing instructions.
  • Upselling: Present up-sell opportunities and recommend hotel facilities based on guest interests, driving revenue and enhancing the guest experience.
  • Team Collaboration: Liaise with Sales and other departments as required, ensuring seamless communication and collaboration.
  • Problem-Solving: Answer telephone and email inquiries in a timely manner, providing solutions and resolving issues efficiently.
  • Guest Support: Assist guests regarding hotel facilities in an informative and helpful way, ensuring their stay is enjoyable and memorable.
  • Adherence to Policies: Follow department policies, procedures, and service standards, ensuring compliance and maintaining a high level of service.
  • Safety: Follow all safety policies, ensuring a safe and secure environment for guests and colleagues.
Requirements
  • Customer Service Experience: Previous customer-related experience required, with a focus on providing exceptional service.
  • Technical Skills: Knowledge of Opera an asset, with previous Property Management System experience preferred. Computer literate in Microsoft Office applications, including Outlook, Word, and Excel.
  • Communication Skills: Strong attention to detail, with excellent interpersonal and problem-solving abilities.
  • Physical Demands: Frequent sitting throughout shift, with occasional kneeling, pushing, pulling, lifting, walking, and standing.
  • Visa Requirements: Must have proof of eligibility to work in the United States.

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