Reservations Agent

About the role

Join the Wellington Reservations Hub supporting Novotel, Ibis, Movenpick and Sofitel properties. In this fast‑paced environment you will handle incoming reservation requests across all channels, ensuring rooms are sold at the appropriate rates while delivering exceptional guest service.

Key responsibilities

• Accept, input and monitor reservations via phone, email and online channels.
• Maximise revenue by selling available rooms at the desired rate.
• Maintain accuracy of guest information and reservation details in the PMS.
• Handle high call volumes while managing guest expectations and emotions.
• Adhere to rate structures, loyalty programme guidelines and property specials.
• Meet monthly and yearly revenue targets.

Required profile

• Experience in a reservations or customer‑service environment, preferably within a hotel.
• Familiarity with FIT and group bookings.
• Ability to work a rotating roster, including Saturday shifts (8:00 AM – 7:30 PM).
• Fluent oral and written English; additional languages are a plus.
• Strong communication skills and professional phone etiquette.

Required skills

• Proficiency with Microsoft Office.
• Competent knowledge of OPERA PMS.

What we offer

• Opportunities for development and advancement within the Accor network.
• Being part of a responsible hospitality brand that values its people and the planet.