Reservations Agent – Hotel Guest Services

About the role

As a Reservations Agent you will be the first point of contact for guests, turning a booking into a memorable stay. You will work closely with the sales, food & beverage, and operations teams to maximise room occupancy and rate yield while delivering heartfelt service aligned with the Sofitel brand pillars.

Key responsibilities

• Process group, FIT and corporate reservations in accordance with hotel policy.
• Answer all inbound calls promptly, using the prescribed greeting and gathering all necessary guest information.
• Update group checklists and send invoices to companies or agents, following up on outstanding payments.
• Identify upselling opportunities and promote Accor Live Limitless (ALL) membership.
• Liaise with sales and F&B teams for conference or event arrangements.
• Maintain and update room rates in the reservation system, ensuring compliance with the Rate Manual.
• Provide courteous, personalized service that reflects the Sofitel brand’s French zest, heartfelt service culture, and committed luxury.

Required profile

• Strong communication skills with a courteous telephone manner.
• Attention to detail and ability to follow hotel reservation policies.
• Proactive attitude toward guest engagement and service excellence.
• Ability to work collaboratively with multiple hotel departments.

Required skills