Reservations Agent

Position is in person, onsite in Miami, FL

Nights, weekends, and holidays may be required

Under the guidance of the Call Center Manager, the Reservations Agent is responsible for answering all telephone inquiries with regard to the room, F&B, Nightlife, Spa, and information for the hotel. The agent is to answer all inquiries in a professional, courteous, and efficient manner and attempt to secure a guaranteed reservation whenever possible.

Duties & Functions: 

• Answer all phone calls promptly and in a courteous manner.
• Be knowledgeable of current rates, marketing specials, resort operations, and other information necessary to answer guest inquiries.
• Know the layout of the hotels including all room types, suites, and meeting rooms.
• Have a complete working knowledge of the reservation functions in the Call Center.
• Be aware at all times of the selling status of the hotels.
• Have a complete knowledge of our special rates and packages and know which benefits are included in each.
• Secure all required information from the guest when making a reservation.
• Understand and follow the reservation policy pertaining to guarantees, cancellations, and no- shows and communicate them clearly to each guest.
• Follow up on any guest requests to ensure satisfaction in a friendly and professional manner.
• Process all advance deposits on future reservations and post each deposit to the guest’s reservation.
• Balance and run necessary reports daily.
• Handle daily correspondence; respond to inquiries and make reservations as needed, maintain correspondence files, and mail out brochures as requested.
• Be aware of and adhere to the rules and regulations of the Call Center.
• Participate in departmental meetings assisting in the development of daily operations and the overall Call Center and related areas.
• Create and maintain positive relationships with all departments within the hotels and know how they relate to the Call Center.
• https://careers.accor.com/global/en/job/hospitality-reservations-agent-luxury-lifestyle-call-center-in-miami-united-states-jid-57811