Front Office Reservation Agent

il y a 2 jours

IssylesMoulineaux, Île-de-France Accor Temps plein
Job Description

We are seeking a highly skilled and organized Front Office Reservation Agent to join our team at Mövenpick Resort Phan Thiet. As a key member of our front office team, you will be responsible for maximizing hotel revenue by effectively managing reservations, ensuring accurate and timely communication with guests, and providing exceptional customer service.

Responsibilities:
  • Understand and adhere to hotel policies and procedures as well as Accor's global standards.
  • Maintain a clean and organized workspace, including the reception area, computer equipment, and stationery.
  • Process reservations efficiently and accurately, using the Property Management System (PMS) to manage bookings, cancellations, and modifications.
  • Utilize up-selling techniques to maximize hotel revenue by promoting rooms, types, and services to guests.
  • Provide clear and concise information about hotel services and facilities to guests, highlighting the unique selling points of our resort.
  • Assist guests with inquiries about other Accor hotels in Vietnam, providing valuable recommendations and sending leads to relevant team members.
  • Stay up-to-date with reservation systems, rates, packages, and special offers, ensuring accuracy and consistency in all interactions with guests.
  • Follow up on guest requests in a timely manner, responding to inquiries and resolving issues promptly.
  • Ensure accurate data entry into the PMS system, maintaining high-quality information and minimizing errors.
  • Determine the estimated time of arrival (ETA) for VIPs and group bookings, informing relevant departments accordingly.
  • Deliver a warm, friendly, and personalized welcome and farewell experience to guests, adhering to the 'Resavision' program.
  • Foster strong relationships with guests, colleagues, and third-party contacts, reflecting positively on the hotel, brand, and company.
  • Participate in revenue management strategies, optimizing occupancy and average room rate in accordance with selling strategies provided by the Revenue Manager and Rev Max team.
  • Verify correspondence and administration related to bookings, ensuring accuracy and completeness compared to data on the Opera system.
  • Collaborate with the reception team to facilitate smooth check-in operations, ensuring efficient processing of arrivals and departures.
  • Monitor and follow up on deposits or payments, updating the PMS system and reports accordingly.
  • Prepare and track arrival information, including 3-day checks and same-day confirmations for non-guaranteed and guaranteed reservations.
  • Minimize no-shows by reconfirming arrivals and checking for duplicate bookings.
  • Track and follow up on group bookings, tentative bookings, waiting lists, and other special cases.
  • Report any changes to booking status that impact occupancy or revenue forecasting to the Reservation Manager immediately.
  • Control hotel availability and allotment to maximize revenue, reporting any changes in hotel status to the Reservation Manager for decision-making.
  • Update corporate/travel agency master files and adjust rates accordingly.
  • File contracted room rates according to alphabetized company names.
  • Regularly update the Daily Profit Forecast (DPF) and inform travel agencies of close-out dates in a timely manner.
  • Manage waiting lists when the hotel is fully booked, referring complex situations to the Reservation Manager for resolution.
  • Process allotments according to established standards and request approval from the Reservation Manager for any increases.
  • Support the hotel management in generating reports related to room sales and occupancy.

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