Group Coordinator

Job Description

Reservations Agent You are the beginning of an exceptional guest experience. As a Reservations Agent, you will make our guests feel welcome and reflect the exceptional experience the come when they arrive!What is in it for you:

• 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, like Planet 21What you will be doing:
• To have a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops and ball rooms
• To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
• To maintain high level of guest telephone contact skills while promoting the Hotel, Restaurants, and the Spa through good selling and communication skills.
• To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotels image and to increase revenue.
• To recognize potential clients and to transmit information to the Sales Department.
• To conduct a daily audit of tomorrows arrival file to ensure accuracy.To be well informed about special functions and events held in the hotel on a daily basis
• To recognize VIP guests and to apply the concerned policies.
• To maintain a good commercial relationship with all the bookers: guests/companies/agencies.
• To promote the Accor loyalty programs and the hotel promotions.
• To respect the privacy of the guests and the confidentiality of the information.
• To report and manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it [ Following proper escalation procedures]
• To ensure that all reports are completed on a daily basis and filed for reference [ not limited i.e Rate Variance report, No show Report ?]
• To call the supervisor or manager for advice in serious cases or if an approval is required.
• To properly use the telephone etiquettes as per Sofitel standards.
• To ensure the accuracy of all booking information entered in the PMS.
• To maintain the Reservations files in an up to date and accurate manner
• To work closely with Front Desk and Events to maximize Guest Satisfaction
• To have a perfect knowledge of the hotel configuration and products, policy and procedures
• To be fully conversant with all market segment and rate plans, together with special rates and packages
• To maximize room revenues, and create additional revenue, by utilizing effective Upselling techniques.
• To liaise daily with the Reservation and Revenue Manager regarding business on the books and the strategy for the day
• To achieve Quality Tools and Yield Management performance.
• To ensure complimentary Forms are received from internal departments wherever applicable) and are filed immediately.
• To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements and to ensure budgeted Targets are met and exceeded
• Know the competitors and to gather information about their activities and sales.
• To provide updated reports and statistics to the Management and other
• Departments.
• To follow up on Room availability and rate charts on TARS and other booking systems / channels.
• To abide to Guarantee, Cancelation policies
• To achieve targeted scores in all Test Call programs assisting the Hotel to maintain its ratings [ not limited i.e LQA mystery shopper, Signature?]
• To maintain database for ATACS follow up.
• To follow a daily check-lists.
• To fulfill administrative tasks and filing.
• To properly use and maintain the reservation communication system (telephone, fax, e-mail).
• To be aware of and to follow emergency and security procedures.
• To respect key handling procedures.
• To respect Lost & Found procedures.
• To read and update logbooks.
• To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
• To maintain a clean and tidy working area at all times.
• To be updated with the latest administrative, organizational, operational or other changes and news.
• To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
• To respect schedules, terms and deadlines as agreed with the Management.
• To attend a daily line up briefing with the reservations team.
• To handle Travel Agent commission
• To handle Individual, companies and travel Agent payment
• Able to handle FastCom Accor commission Tool
• Manage Online Travel Agents ?OTA? Extranet Site responsiveness to Guest?s requirements and special requests
• Manage Wholesalers availability at the time of Peak Situation
• Update ANAIS Site with Company and Travel Agents Production on Monthly basis
• Your experience and skills include:
• Guest focused personality is essential; experience is an asset
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English; additional languages are a plusOur commitment to Diversity & Inclusion:We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.Why work for Accor?We are far more tha

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