Job Description Guest Service & Reservations Agent First impressions are everything! As a Guest Service & Reservations Agent , you’ll be the face of our hotel, taking care of guests from the moment they book, through their arrival, stay, and departure. Your goal is to ensure every guest enjoys a seamless and memorable experience with us. We’re looking for a motivated and customer-focused professional who can confidently work across both the Front Office and Reservations departments. This dual role offers variety, responsibility, and the opportunity to be at the heart of our guest journey. 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! What you will be doing: Manage reservations via phone, email and online booking systems. Warmly greet guests, manage check-ins and check-outs, respond to requests, and process payments, all while delivering exceptional service Take guest accommodation reservations accurately and efficiently, ensuring all details are captured to meet guest needs Take initiative to create personalised guest experiences and anticipate needs before they arise Recognise, acknowledge and recruit loyalty program members, making them feel valued and appreciated Confidently promote hotel facilities, identifying opportunities to enhance a guest’s stay through upselling. Prepare resources and coordinate for group arrivals and VIP member arrivals to ensure a seamless welcome. Manage guest communications, including handling internal and external phone calls professionally and efficiently. Maintain accurate guest records and ensure all details are up to date in the system.
