About this role
**Reservation Agent Responsibilities:**
Embody and represent the Novotel brand values in all guest interactions, maintaining professional standards and service excellence at all timesManage all reservation operations, including booking entries, modifications, and cancellations with accuracy and attention to detailExecute proper data entry and manual filing procedures while maintaining statistical accuracy and integrity of reservation recordsMaximize hotel occupancy potential through strategic reservation management while protecting the business mix and rate integrityMaintain constant, professional communication with guests regarding inquiries, confirmations, and special requestsCollaborate closely with front office, sales, and marketing personnel to provide timely advice and consistent feedback on guest inquiries and market trendsMonitor reservation trends and occupancy forecasts to support revenue management objectivesProcess guest payments and maintain confidentiality of financial and personal information in compliance with company policiesHandle guest complaints and special requests professionally, escalating issues to management when necessaryMaintain knowledge of hotel facilities, services, amenities, and local attractions to provide comprehensive information to prospective guestsPrepare 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 softwareExcellent verbal communication skills with a professional and courteous telephone mannerStrong written communication abilities with accurate spelling and grammarDetail-oriented with demonstrated ability to maintain accuracy in data entry and record-keepingMinimum 1-2 years of customer service experience, preferably in hospitality or hotel operationsAbility to multitask and manage multiple reservations simultaneously while maintaining quality standardsStrong problem-solving skills with the ability to handle guest inquiries and complaints professionallyProficiency in Microsoft Office Suite (Word, Excel, Outlook)**Preferred Qualifications:**
Previous experience as a Reservation Agent or in a hotel front office environmentKnowledge of hotel operations, facilities, amenities, and local attractionsMultilingual capabilities (additional languages beyond English)Familiarity with revenue management principles and occupancy forecastingExperience with GDS (Global Distribution Systems) or other hospitality booking platformsCertification in hospitality customer service or hotel operationsFlexibility 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.