Job Description

Roles & Responsibilities

Job Description

The reservation agent is responsible for managing reservation requests (telephone, email, online platforms), ensuring a warm and professional welcome, in compliance with the quality standards of Sofitel and the Accor group.

• Respond to individual or group booking requests by phone, email or booking system.

• Provide accurate information on rates, room types, hotel services and current offers.

• Enter and update reservations in the computer system.

• Manage the modifications, cancellations, guarantees and payment conditions of reservations.

• Apply sales and yield management procedures.

• Participate in maximizing occupancy rates and revenue per room.

• To provide customer service in accordance with Sofitel standards (luxury, elegance, quality).

• Collaborate closely with the Reception, Sales, Revenue Management and Concierge departments.

• Respect the rules of confidentiality and security of customer data.

• Participate in the management of extranets and OTAs (Booking.com, Expedia, etc.) if necessary.

Qualifications

• Proficiency in computer booking tools

• Excellent oral and written communication skills (in French, English required, other languages ​​a plus)

• Knowledge of the high-end/luxury hotel sector

• Customer service skills are highly developed.

• Excellent presentation and diction

• Rigour, organisation, discretion

• Team spirit, proactivity and adaptability

• Stress and priority management