Groups Reservations Agent

Company Overview

Become part of a hotel group under the Accor umbrella, featuring over 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle venues worldwide. Our culture promotes growth, values your unique contributions, and is committed to responsible hospitality that benefits customers, colleagues, and the planet.

Role Overview

Join our Wellington Reservations Hub supporting Novotel, Ibis, Movenpick, and Sofitel hotel brands. This position demands a dynamic and fast-paced service environment where attention to detail and guest care are essential.

Key Responsibilities

• Collaborate with the team to ensure that all rooms are sold at the appropriate rates, maximizing revenue.
• Maintain high accuracy both during phone interactions and in data entry.
• Work within structured timelines to optimize revenue from available room inventory.
• Achieve monthly, yearly, and period targets consistently.
• Manage guest expectations and emotions effectively in a busy call center environment.
• Handle significant call volumes while maintaining professional phone etiquette.
• Possess thorough knowledge of the reservations system, pricing tiers, occupancy rates, and hotel features to enhance booking rates.
• Keep all guest data up to date in the Property Management System (PMS) while maintaining accurate records.
• Action required requests promptly and confirm details with guests and bookers.
• Adhere strictly to established room rates.
• Develop and sustain expertise in the Accor Loyalty Programme.
• Maintain comprehensive product knowledge including special offers available at the hotel and nearby properties.

Required Qualifications and Experience

• Willingness to work on a rotating roster including some Saturdays, with shifts starting at 8:00 AM and finishing at 7:30 PM.
• Prior experience in reservations, preferably including both FIT (Free Independent Traveler) and group bookings; customer service experience is acceptable as an alternative.
• Previous hotel industry experience is favored.
• Proficiency in Microsoft Office suite.
• Competency with OPERA Property Management System.
• Fluency in English, both verbal and written; additional languages are an advantage.
• Proven ability to deliver outstanding customer service and effective communication skills.
• Experience in upselling and providing prompt service is beneficial.
• Strong attention to detail and organizational skills.

Additional Information and Benefits

• Access to Accor Academy for continuous learning and development.
• Complimentary daily meals during work shifts.
• Employee benefits include discounts on food, beverages, and accommodation worldwide.
• Support through Accor's Parental Leave Scheme.
• Participation in staff celebrations and recognition programs.
• Referral bonus program for recommending new employees.
• Availability of Employee Assistance Program for support.

Join our inclusive and supportive environment at Ibis, Novotel, Movenpick, and Sofitel Wellington, where your career advancement and enjoyment go hand in hand. Embrace a workplace where you are encouraged to grow, challenge norms, and contribute positively to the future of hospitality.