Scope of Position
The Reservations Agent: Leisure & Groups is responsible for managing all guest enquiries, questions, and requirements related to hotel room reservations in an efficient, helpful, and professional manner. This role provides vital support to all departments, especially the Sales team, to ensure guest satisfaction and to help achieve the hotel’s room revenue targets.
Key duties include the daily processing, acceptance, and accurate input of individual and group reservations. The agent is also expected to provide guidance and assistance to non-residents or visitors regarding general enquiries, ensuring a positive experience for all.
Additionally, the Reservations Agent must handle and resolve guest concerns or complaints promptly, professionally, and in accordance with hotel standards to maintain exceptional service levels.
Responsibilities
- Responsible for the sales and management of all group bookings of 7 rooms or more that do not require catering (with the exception of breakfast).
- This also includes the management of PCO group blocks relating to inventory, payment and group setup, where that group does not include catering.
- Handle enquiries for group bookings via fax, email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe (24 hours).
- Handle any other department issues related to groups (follow up on prepayment, routing, vouchers…)
- Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.
- Manage Hotel inventory in relation to group reservations and monitor potential wash of business.
- Produce reports and statistics as requested by the Group Services Manager. This will include, but is not exclusive to, Group Wash and Business Turndown reports and 3-month Group Forecasts.
- Manage Group payments, cancellations, rooming lists and terms and conditions.
- Maintains a precise filing system for all Group reservations and correspondence.
- Ensure a prompt input of reservations and data for the next 3 month period for all group enquiries & bookings (within 24 hours).
- Performs all reservations duties including making and entering reservations as required (e-mail, fax, phone).
- Handle guest complaints and enquiries in an efficient and professional manner and ensure the Group Services Manager is informed of any guest feedback.
- Maintains control of Guest History and implement policy and procedures.
- Ensures a clear line of communication with other departments for special requests or other reservation-related matters.
- Clear communication with all staff in relation to all group related topics.
- Ensure VIP and complimentary room night procedures are adhered to.
- Ensure Accor brand and company standards are implemented and updated.
- Ensure security and safety procedures are updated and implemented
- Promotes and maintains good public relations with PCO’s, travel agents, airline companies and commercial organizations and solicits business for the hotel.
- Promotes positive working environment by developing positive team spirit.
- Setup of confidential contracts and agreements
- Other duties as requested.
Talent & Culture Responsibilities
Assist the (Department) Management Team in the following:
- Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.
- Induct new staff into the team, Department and Hotel in the first week of their employment following guidelines. Ensure all duties in accordance with the Brand and Service Standards and Procedures Manuals.
- Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
Health & Safety
- Notify your Manager of any reason you may not be capable of performing your tasks safely.
- Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements.
- Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
- Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
- Attend and actively participate in all WH&S training required of you by the Hotel.
- Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible. Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.
- Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
- Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
- Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.
- Be fully conversant with departmental fire and evacuation procedures.
Systems & Procedures
- Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
- Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
Environmental Responsibilities
- Be completely familiar with and uphold the Hotel’s environmental commitments, policies and procedures and initiatives relating to: Waste management, Energy and water conservation, Water quality.
- Responsible for supervising, maintaining and growing departmental initiatives with positive and sustainable environment impacts.
- Foster the education to new staff and guests of hotel environmental practices.
Guest Centric
- Provide efficient, friendly and professional service to all guests.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
- Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
- Work together with trust so that colleagues and management meet the goals of the department/Hotel.
- Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
- Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
- Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.
Other
- Take responsibility to ensure all required tasks are completed accurately and within given time frames.
- Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
- Abide by Accor policy on EEO and Harassment in the workplace.
- Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
- Follow property procedures with respect to grooming, performance and conduct standards, workplace health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.