Reservations Agent

AccorHotel•New Orleans, LA

11d•Onsite

About The Position

Fairmont Hotels & Resorts is seeking a Reservations Agent for the new Fairmont New Orleans hotel, opening soon. This role involves handling reservation inquiries, creating memorable guest experiences, and supporting hotel revenue objectives. The agent will be responsible for managing bookings, providing detailed information about the hotel and New Orleans, and collaborating with various hotel departments to ensure seamless guest satisfaction. This position requires a strong understanding of reservation systems, excellent communication skills, and a commitment to luxury service standards.

Requirements

Excellent verbal and written communication skills.
Strong interpersonal and relationship-building abilities.
Strong organizational, multitasking, and attention-to-detail skills.
Ability to remain professional, composed, and engaging in a fast-paced guest service environment.
Strong guest service and sales-oriented mindset.
Basic computer proficiency and previous experience with reservation or property management systems preferred.
Professional appearance and polished demeanor required.
Ability to maintain confidentiality and handle sensitive guest information professionally.
Strong problem-solving and decision-making skills.
Ability to work independently while contributing effectively to a team environment.
Ability to work flexible schedules including evenings, weekends, holidays, and extended shifts as operationally required.
High school diploma or equivalent required.
Must be legally authorized to work in the United States.

Nice To Haves

Previous reservations, hotel, Front Office, call center, hospitality, or customer service experience preferred.
Previous luxury hotel or upscale hospitality experience preferred.
Experience with OPERA Cloud or similar hotel systems is an asset.
Hospitality or business-related education preferred.

Responsibilities

Handle reservation inquiries via phone, email, and online channels with professionalism, warmth, efficiency, and luxury-aligned service.
Create memorable first impressions by delivering personalized, engaging, and knowledgeable service throughout every guest interaction.
Assist guests with booking, modifying, and canceling reservations in accordance with established hotel policies and procedures.
Respond accurately and promptly to guest inquiries regarding room types, suites, rates, packages, promotions, availability, amenities, hotel facilities, and services.
Maintain a thorough knowledge of Fairmont New Orleans, including guest rooms and suites, dining and bar concepts, spa, pool, meeting and event spaces, special experiences, and hotel programming.
Share knowledgeable recommendations regarding New Orleans attractions, dining, entertainment, culture, and experiences to assist guests in planning memorable stays.
Participate in daily briefings and maintain awareness of occupancy, inventory, promotions, events, restrictions, and operational priorities.
Convert reservation inquiries into confirmed bookings through confident product knowledge, personalized recommendations, and effective selling techniques.
Recommend and upsell appropriate room categories, suites, packages, dining experiences, spa treatments, special experiences, and other hotel offerings based on guest preferences and needs.
Identify opportunities to enhance the guest experience and increase revenue through thoughtful pre-arrival planning and personalized recommendations.
Maintain a strong understanding of room types, rate structures, packages, promotions, restrictions, and reservation policies.
Support hotel revenue objectives through effective upselling and appropriate conversion techniques while ensuring recommendations are aligned with guest needs.
Create, modify, confirm, and cancel reservations accurately and efficiently within the hotel's PMS, reservation, and booking systems.
Maintain accurate guest profiles, ensuring preferences, special requests, loyalty program information, and relevant guest history are properly documented.
Verify reservation details, payment methods, deposits, billing information, special requests, and guest information for accuracy.
Process payments, deposits, and billing information in accordance with established hotel policies and procedures.
Manage room allocations and special requests with attention to detail, inventory availability, and operational requirements.
Ensure all reservation information is entered accurately, completely, and in a timely manner.
Maintain awareness of inventory, room availability, booking trends, restrictions, and reservation changes.
Assist with group reservations, rooming lists, event blocks, corporate bookings, and special event reservations as assigned.
Support VIP, repeat guest, loyalty member, special occasion, and special-attention reservations with personalized service and attention to detail.
Ensure guest preferences, special requests, amenities, and other pre-arrival arrangements are communicated accurately to the appropriate hotel departments.
Coordinate reservation-related communication with Front Office, Sales, Revenue Management, Housekeeping, Guest Services, Food & Beverage, Spa, and other departments as required.
Identify opportunities to personalize the guest experience through thoughtful pre-arrival communication and collaboration with operational teams.
Assist in coordinating bespoke arrangements and special experiences to ensure seamless execution and exceptional guest satisfaction.
Anticipate guest needs and provide personalized recommendations throughout the reservation process.
Respond promptly and professionally to guest questions, concerns, and reservation-related issues.
Resolve reservation discrepancies and booking concerns with discretion, confidence, and appropriate follow-up.
Support service recovery efforts by taking ownership of reservation-related concerns and collaborating with the appropriate departments to achieve guest satisfaction.
Protect guest privacy and maintain strict confidentiality of guest information, payment information, and hotel business at all times.
Maintain complete knowledge of and comply with all Fairmont New Orleans policies, procedures, reservation protocols, service standards, and brand expectations.
Uphold Fairmont grooming, communication, professionalism, and luxury service standards at all times.
Participate in departmental training, meetings, daily briefings, pre-opening initiatives, and hotel-wide programs.
Contribute to the development and implementation of efficient reservation procedures and workflows as part of the Fairmont New Orleans pre-opening team.
Collaborate with the Reservations, Front Office, Sales, Revenue Management, and other hotel teams to establish seamless processes and deliver a consistent luxury guest experience from opening day.
Maintain a positive, collaborative, and guest-focused environment within the Reservations and Front Office teams.
Perform additional duties as assigned by management.