Reservation Agent

Accor Group

Join us at Accor, where life pulses with passion! The Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfill yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart, join us and become a Heartist®.

Job Description

Reporting to the Reservations & Revenue Manager, the Reservations Agent is responsible for effectively coordinating all hotel room requirements (group rooming lists, billing, VIP's, special requests etc.) in accordance with established standards set out by the hotel and company.

Responsibilities:

• Respond to all reservation requests and incoming calls in a courteous, efficient, professional and friendly manner in adherence to Fairmont Hotels & Resorts standards.
• Follow-up on all voicemails and emails in a timely manner
• Responsible for changes, cancellations, billing, upgrading, etc for all guests
• Responsible for charging advance deposits, no-show fees and cancellation fees
• Process and follow up on special guest requests
• Liaise with Passkey to set up both call in and rooming list groups
• Confirm all information entered by Passkey is accurate, discrepancies are corrected and request that cannot be honored are communicated appropriately.
• Working directly with all clients to handle any additions/cancellations/changes.
• Liaise with Conference Services team and/or group contact to ensure accuracy of rooming lists and billing instructions.
• Assist in providing reservation related training to applicable operational departments
• Attend precon meetings when requested
• Review group resumes each week and double check VIP/staff reservations (rate, room type, billing, etc.) in PM for accuracy.
• Perform all duties per the Reservations Daily / Weekly / Monthly checklist.
• Maintaining and responding to all requests received in the Reservations email address.
• Research and support any / all Travel Agent commission inquiries
• Ancillary support to the Wholesale and Business Travel team as needed
• Lead by example in demonstrating high levels of guest service, teamwork and "stepping out of the box" where possible
• Support the hotel's ongoing service and standards and philosophy.
• Attend monthly Marketing Department meeting
• Run daily reports and complete tasks, as needed, in the absence of the Revenue & Reservations Manager
• Other projects and duties as assigned.

What Is In It For You

• Competitive Salary
• Paid Time Off
• Medical, Dental and Vision Insurance, 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities

Rate of Pay: $26.50-28.30 per hour

Qualifications:

• Must have excellent written and verbal communication skills and telephone manners
• Organized, detail oriented and have a numerical aptitude
• Strong typing and clerical skills, and ability to multitask
• Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Passkey
• Must be proficient in Microsoft Excel and Word.
• Previous front office and/or reservations experience is an asset.
• A passion for guest service.
• Detail oriented and
• Ability to work well under pressure and meet deadlines.
• Must be willing to work all shifts/days of the week
• Must be legally authorized to work in the United States without sponsorship.

Physical Requirements:

• Standing/sitting for long periods of time
• Ability to lift, carry, push, and pull up to 30 pounds

Additional Information

All your information will be kept confidential according to EEO guidelines.