EN - Reservation Agent

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations.

As a Reservations Agent, you will make our guests feel welcome and reflect the exceptional experience they 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

What you will be doing:

• Consistently offer exceptional, friendly and engaging service
• Ensure the best selection for the guest and ensure revenue is maximized through up-selling
• Recommend property facilities and assist guests with information and special requests
• Book room reservation requests, enter rooming lists, and update accurate information in the system

Duties / Responsibilities:

• Booking Management: Process individual and group hotel reservations accurately across multiple booking channels, including telephone, email, and online platforms.
• Guest Communication: Act as a primary point of contact to handle booking amendments, answer facility enquiries, and coordinate special pre-arrival requests.
• Revenue & Upselling: Convert incoming enquiries into confirmed bookings and actively identify opportunities to upsell room types and hotel services.
• Group Coordination: Manage corporate and group allocations, track room blocks, and closely liaise with event organisers to prepare rooming lists.
• Cross-Hotel Teamwork: Work collaboratively with the Reception and Sales teams at both Novotel and ibis Southampton to ensure seamless guest transitions.

QUALIFICATIONS:

• Customer Service & Communication: Excellent written and spoken English with a confident, professional phone manner and a strong guest-focused attitude.
• Organisation & Multitasking: Proven ability to manage multiple administrative tasks simultaneously with high attention to detail in a fast-paced environment.
• Problem-Solving & Adaptability: A calm, resourceful, and flexible approach to handling unexpected customer enquiries or scheduling challenges.
• Commercial Awareness: Basic understanding of sales with the confidence to identify upselling opportunities and convert enquiries into business.
• Systems & Scheduling Flexibility: Quick to learn new digital platforms (like hotel booking systems) and fully flexible to work a 7-day rota, including weekends and public holidays.