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Reservations Manager

3 months ago

Edmonton, Canada Accor Hotels Full time

Company Description

Why work with Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.


Job Description
  • To manage the reservations operations, ensuring the hotel standards and procedures are fully known and followed.
  • To ensure a proper teamwork and supervise the reservation and telephone operator section at all times.
  • To ensure the all incoming and out going room reservation request are attended and handled as per the hotel standards and procedures.
  • To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.
  • To recognize potential clients and to transmit information to the sales Department.
  • To recognize VIP guests and to apply the concerned policies.
  • To maintain a good commercial relationship with all the bookers: Guest/companies/Agencies.
  • To promote the Accor loyalty programs and the hotel promotions.
  • To ensure the privacy of the guests and the confidentiality of the information is respected.
  • To act as representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own.
  • To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recoding it.
  • To be fully aware of and to report all guest comments or complaints.
  • To ensure the Guest History records are accurately maintained and all recurring guest are pre-registered.
  • To ensure a perfect knowledge of the hotel configuration and products among the team members.
  • To ensure the achievement of Quality tools and yield Management performance with the reservation team.
  • To implement and control the Focus and other financial and audit procedures.
  • To offer assistance at any time in the operation and monitor, highlight and suggest improvements on any dysfunction.
  • To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
  • To implement and follow up daily check lists.
  • To assist in securing external guest accommodation should an overbooking occur.
  • To provide updated reports and statistics to the management and other departments.
  • Update availability and rates charts on TARS and other booking systems /channels.

Qualifications
  • Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
  • Proven experience in reservations management within the Luxury hospitality.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with guests and team members.
  • Strong organizational abilities and attention to detail, with the capacity to prioritize tasks and multitask in a fast-paced environment.
  • Proficiency in reservation management software and familiarity with point-of-sale systems is advantageous.
  • Ability to remain calm and composed under pressure, with demonstrated problem-solving skills.

Additional Information

What is in it for you?

Employee benefit card offering discounted rates in Accor Hotels worldwide. Develop your talent through learning programs by Academy Accor. Opportunity to grow within your property and across the world Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities, like Accor Sustainability.

How to apply

Please submit your CV to Kelvin.PEDROSA@accor.com or Augustine.QUIAMBAO@accor.com.

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