Groups Reservations Agent

3 weeks ago

Wellington City, New Zealand Accor Wellington Full time

This is an exciting opportunity within the Accor hotels in Wellington, the role will see the individual working over multiple properties, brands and star ratings, Monday - Friday including some Saturday shifts.

Reporting to the Reservations Manager and based at Ibis Wellington but working for the four Wellington hotels, Responsible for maximising room and rate yield at the hotel, ensuring a timely response to all reservations enquiries.

**Personality and skills**

We are seeking a pro-active and motivated individual to join our team. Someone who takes an ‘above & beyond’ approach to making our guests stay memorable. You will need to be a good listener with strong attention to detail. Your confidence and ‘can do’ attitude will be key to your guest centric approach and the key to success in this busy role.

Located in the heart of Wellington’s central business district, looking after multi Accor Properties & Working closely with the Revenue Team, you will be responsible for processing hotel group reservations to ensure that hotel revenue opportunities are maximised at every stage

**Position overview**
Optimise Hotel occupancy, average rate and yield, successfully converting all group and reservation enquiries into materialised bookings. Ensure that customer service and customer satisfaction is priority when making reservations.

**What is in it for you**:

- Recognising service; annual free one night accommodation, dinner and breakfast at your hotel.
- Daily staff meals and uniform dry cleaning
- Offering discounted food and beverage, spa treatments and hotel stays within Accor
- Cultivating a strong environment, social and governance value proposition. We provide opportunities to give back to charities and associations
- Providing pathways for career advancement within the Accor network worldwide
- Adopting the ‘Work your Way’ programme. Make your perfect work-life balance a reality or work across Accor Hotels to maximise earnings
- Celebrating you and your achievements. We love to celebrate achievements and personal milestones
- Heartist Referral Policy - Refer a friend and receive $300 on placement and an additional $300 after 3 months

**What you will be doing**:

- Process and input FIT and corporate group, reservations following hotel reservations policies.
- Answer all calls promptly, within 3 rings using specified greeting for hotel, in a courteous and efficient manner. Ensure that all relevant information is obtained.
- Ensure all reservations loaded into the PMS system are up to date
- Take personal responsibility to ensure that all enquiries are addressed.
- Reporting and assisting the Reservations team for all group related matters.
- Ensure that all outward correspondence complies with company procedures, and any unusual correspondence is authorised by Reservations Manager.
- Adhere to rates published, exceptions to the published rates must be made through the Reservations Manager, Revenue Manager or General Manager.
- Maintain a positive selling approach to maximize yield in both occupancy and rates.
- Liaise with Revenue department to provide all information pertaining to a group quote to obtain rates and produce personalised proposals and group contracts adhering to terms and conditions set. Exceptions to the terms and conditions to be authorised by the Reservations Manager and General Manager.
- Create group masters and update group information as it is received e.g. rooming list, arrival, meals and follow up on any information if not received. Liaise with other departments where required to ensure group requirements and special requests are actioned.
- Monitor forward group bookings on a daily basis and ensure all information is correct.
- Keep up to date tracking of all group enquiries and business on the books and report weekly.
- Assist with loading of rooming lists for conference group bookings where required.
- Continues an open line of communication with the Reservations Manager, Groups Reservations agent and the reservations team.

**Your experience and skills include**:

- Guest focused personality is essential; experience is an asset
- Prior experience working with Opera or a related system
- Strong interpersonal and problem solving abilities
- Fluency in English; additional languages are a plus

**Our commitment to Diversity & Inclusion**:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

**Why work for Accor?**
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

**Job Types**: Full-time, Permanent

**Salary**: $27.80 per hour

**Benefits**:

- Employee discount
- Employee mentoring program
- Free food
- Professional development assistance
- Referra

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