Group Reservations Agent

Purpose

As a Group Reservations Agent, you play a crucial role in assisting clientele to deliver the highest level of guest service and a memorable seamless stay. Think of yourself as the go-to expert for Groups; including allotment management, room availability, managing contract conditions, producing Rooming Lists and action plans for our Groups and VIP Groups. You will be working in a high demand fast paced property and working closely with our inhouse Conference & Events team. You bring that personal touch to clientele and guests and ensure a smooth and enjoyable guest experience.

As a service professional you will also act as a point of contact for Organisers, on availability, cancellation and terms, and special requests. As part of the Reservations team you will also support FIT bookings, quoting available rates to maximise room revenue and be responsible for offering excellent customer service.

Primary Responsibilities

• Assisting with Group enquiries, direct Accommodation Only Groups and Conference & Event Groups. Providing guests with accurate information on room availability, rates, and special offers
• Be the main point of contact for Group accommodation with clientele, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
• Allocate rooms based on guest preferences and meeting strata regulations, check availability and business demands, ensuring a comfortable and enjoyable stay
• Safely and securely handle payment transactions, verifying billing details for accuracy
• Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
• Maintain meticulous records to monitor room availability and ensure smooth check-ins and check-outs
• Able to effectively reconcile accounts
• Assist in resolving guest complaints or issues related to reservations, billing, or room assignments

Skills and Experience

To be success in the role you will have been in the same or similar position and have proven experience in customer service, be a good communicator, and enjoy interacting with people.

You must also have:

• Organised
• Customer service-oriented with exceptional communication skills
• Previous experience in a similar role in the hospitality industry is preferred
• Proficiency in using SIHOT and property management systems is a plus
• Problem-solving skills and the ability to remain calm under pressure
• Team player with a positive attitude and willingness to go the extra mile

 Accor Benefits

• ALL Heartist Membership - Take advantage of discounts on accommodation and food & beverage worldwide!
• Family & Friends Discounts - Available on a range of accommodation, services and events for those who mean the most to you
• Accor Live Limitless (ALL) Loyalty Program - Earn status & reward points on your worldwide stays
• Learn Your Way - Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy
• Build Your Network - With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide
• Worldwide Opportunities - We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.

Everyone has a story and we want to learn yours. We invite you to APPLY NOW.