Reservations Agent / Guest Relations

AccorHotel•Philadelphia, PA

About The Position

You are the beginning of an exceptional & memorable guest experience! As a Guest Relations / Reservations Agent, you will manage both the pre-arrival experience and various elements of the guest’s stay to ensure a seamless Hotel experience for our guests before, during and after their memorable stay. Guest Relations / Reservations Agent What’s in it for you: Unlimited career development opportunities, both nationally and internationally. The sky is your limit! Make your mark, by being part of a high performing team which supports and inspires you to reach your highest potential Give back through our Corporate Social Responsibility activities and local community based philanthropy.

Requirements

Qualified candidate must have strong verbal and written communication skills with a focus on luxury customer service.
Must be detail-oriented, organized and willing to go above and beyond to deliver luxury service.
Minimum 1-year experience in a luxury setting or hotel school degree.
Must have experience working with computers, specifically Word, Excel and messaging.
Qualified candidate will be detail-oriented, and organized.
Must be flexible with days and hours and be willing to work AM or PM shift including Holidays and Weekends.

Nice To Haves

Previous experience in a similar role is preferred but not required.
Previous experience with Opera/Opera Cloud a plus and/or a comparable property management system (PMS).

Responsibilities

You will offer warm and welcoming communication by phone, to our internal and external guests and assist with any special requests.
You will provide the highest level of customer care, before, during and after their stay.
Using your exceptional people skills, you will offer memorable sales experiences for our potential guests and generate revenue by booking rooms.
You will also accurately and warmly complete all Sofitel Brands Standards.
You will manage calls, field questions and respond to guests thoughtfully and independently.
You will exercise good judgment and a strong intuition to anticipate the needs of each guest.
You will maintain communication with all guests regarding their current stay needs, billing inquiries, room service orders, and special requests.
Additionally, you will manage reservation calls, including external reservations, extranet platforms, emails, and voicemails, ensuring timely and professional service.
You will handle Room Service Orders from 'Inhouse' guests and input them accurately in the Restaurant Software -Silverware.
You will collaborate with your Reservations team and the Sales department to assist where needed with group reservations.
This role may call for you to wear “many hats”, as well as maintaining your work area, properly handling credit card transactions, rooming lists, and so on.
Ensure the best selection for the guest and ensure revenue is maximized through up-selling.
Generate and review daily, weekly, and monthly reports, including VIP arrivals, LQA arrivals, cancellations, no-shows, and commissions from platforms such as Booking.com and Travelzoo.