RESERVATIONS HANDLING
• PROCESS INDIVIDUAL AND GROUP RESERVATION REQUESTS EFFICIENTLY AND
ACCURATELY THROUGH OPERA / ACCOR SYSTEMS.
• RESPOND PROMPTLY TO INQUIRIES VIA PHONE, EMAIL, WEBSITE, OR OTA
PLATFORMS.
• UPSELL HIGHER ROOM CATEGORIES AND PROMOTE HOTEL PACKAGES TO MAXIMIZE
REVENUE.
• ENSURE ALL BOOKINGS ARE CONFIRMED WITH COMPLETE AND ACCURATE GUEST
INFORMATION.
SYSTEM & REPORTING
• MAINTAIN RESERVATION RECORDS AND UPDATE CHANGES, CANCELLATIONS, AND
NO-SHOWS.
• MONITOR DAILY ARRIVALS AND COORDINATE WITH FRONT OFFICE AND
HOUSEKEEPING TEAMS.
• PREPARE AND SEND DAILY / WEEKLY RESERVATION REPORTS AS REQUIRED.
• ENSURE RATE PARITY ACROSS ALL BOOKING CHANNELS.
GUEST COMMUNICATION & SERVICE
• HANDLE SPECIAL REQUESTS (EARLY CHECK-IN, LATE CHECK-OUT, VIP AMENITIES,
ETC.).
• COMMUNICATE PROFESSIONALLY WITH TRAVEL AGENTS, CORPORATE CLIENTS,
AND WALK-IN GUESTS.
• RESOLVE BOOKING-RELATED ISSUES OR ESCALATE WHEN NECESSARY.
JOB SPECIFICATIONS
• MAINTAIN CONFIDENTIALITY OF GUEST INFORMATION IN LINE WITH DATA PRIVACY
STANDARDS.
COORDINATION & COMPLIANCE
• LIAISE WITH SALES, REVENUE, AND FRONT OFFICE TEAMS FOR GROUP BOOKINGS
OR LONG STAYS.
• FOLLOW ACCOR POLICIES, RESERVATION PROCEDURES, AND BRAND STANDARDS.
• SUPPORT IN OVERBOOKING SITUATIONS AS PER HOTEL REVENUE STRATEGY.
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