Part-Time Reservation Agent

About the role

A part-time Reservations Agent is needed for a cluster of Auckland CBD hotels belonging to the Accor network. You will act as the welcoming voice for guests, handling enquiries and tailoring stays so that reservations are handled with warmth, efficiency and care, while helping to maximise room occupancy and revenue.

Key responsibilities

• Process and input group, FIT and corporate reservations according to hotel policy.
• Answer all calls promptly, within 3 rings, using the specified hotel greeting and obtaining all relevant information.
• Engage guests creatively and deliver heartfelt service.
• Keep group checklists up to date on the day they are received and send group invoices, following up on outstanding payments.
• Offer upselling opportunities and recruit guests onto Accor Live Limitless (ALL).
• Liaise with the Sales and Food and Beverage teams on conference and event arrangements.
• Prepare and check the rate manual and update rates in the computer system; exceptions to published rates must go through the Cluster Reservations Manager.
• Ensure outward correspondence follows company procedure and that unusual correspondence is authorised by the Operations Manager.

Required profile

• Guest-focused personality and a passion for high-end hospitality with an eye for detail.
• At least 1 year of previous reservation or front office experience.
• Ability to build warm relationships and excellent listening and negotiation skills.
• Preferred: experience in a 5-star luxury environment.

Required skills

• Expert knowledge of Opera.
• Familiarity with Accor ResWeb and DataWeb systems.

What we offer

• Staff meal while on shift, uniform provided and laundered.
• International accommodation and retail discounts across Ennismore and Accor properties, plus family and friends hotel discounts.
• Development opportunities and worldwide career progression.
• An annual reward of a free night's accommodation and additional perks.