Accor Hotel is a French multinational hospitality company that owns, manages, and franchises hotels, resorts, and vacation properties. It is the largest hospitality company in Europe and the sixth-largest hospitality company worldwide.
We are recruiting to fill the position below:
Job Title: Reservation Agent
Location: Lagos
Job Description
- The Reservations Agent will play a crucial role in delivering exceptional guest experiences at Movenpick Hotel Ikoyi Lagos.
- This position requires a highly organised, customer-oriented individual with excellent communication skills and a strong ability to multitask.
- The successful candidate will handle reservations, guest inquiries, and provide personalised services to ensure the highest level of satisfaction.
Responsibilities
Duties and responsibilities include but are not limited to:
Reservations Management:
- Process and manage hotel room reservations efficiently and accurately.
- Ensure all reservation details are correctly entered into the system.
- Respond to guest inquiries regarding room availability, rates, and amenities.
- Upsell hotel services and amenities to maximise revenue.
Guest Services:
- Provide personalised assistance to guests before, during, and after their stay.
- Handle special requests and VIP arrangements to ensure a memorable guest experience.
- Address guest concerns and resolve issues promptly and professionally.
- Coordinate with other departments to fulfill guest needs and requests.
Communication:
- Maintain clear and effective communication with guests via phone, email, and in-person interactions.
- Provide information about hotel facilities, services, and local attractions.
- Collaborate with the Front Office and other departments to ensure seamless guest experiences.
Administration:
- Maintain accurate records of guest interactions and transactions.
- Prepare reports on reservations, occupancy, and guest feedback.
- Assist in the preparation of promotional materials and packages.
Qualifications
- Previous experience in hotel reservations or a similar customer service role is preferred.
- Excellent communication skills, both verbal and written.
- Familiarity with hotel reservation systems and software (Resaweb, Opera Cloud) is essential.
- Strong attention to detail and organisational abilities.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Customer-focused with a commitment to providing exceptional service.
- Knowledge of the local area, attractions, and events is an advantage.
- Additional education or training in hospitality or a related field is a plus.
- Flexible availability to work during the week including weekends.