Introduction
Accor, a global leader in hospitality, is seeking a dynamic Reservation Services Agent – Customer Booking Specialist to join our team. This role is pivotal in delivering seamless reservation experiences that reflect Accor’s commitment to excellence and guest satisfaction. The successful candidate will be the first point of contact for travelers, handling bookings, inquiries, and special requests with professionalism and a genuine passion for hospitality.
The position operates on a full‑time schedule, Monday through Saturday, from 08:00 to 17:00, with the flexibility to work rotating shifts, including weekends and public holidays, to meet the needs of our international clientele.
Responsibilities
- Process incoming reservation requests via phone, email, and online platforms, ensuring accuracy and adherence to Accor’s pricing and policy guidelines.
- Maintain up‑to‑date knowledge of room inventory, promotions, and package offerings to provide tailored recommendations.
- Deliver exceptional guest service in line with Accor standards, addressing special requests, modifications, and cancellations promptly.
- Coordinate with front‑desk, sales, and housekeeping teams to guarantee room availability and readiness for each booking.
- Resolve operational challenges and guest concerns with a solution‑focused mindset, escalating complex issues when necessary.
- Monitor daily reservation reports, identify trends, and suggest improvements to optimize occupancy and revenue.
- Support continuous improvement initiatives by sharing feedback and participating in regular training sessions.
- Uphold rigorous cleanliness and service quality standards throughout the reservation process.
Requirements
- Minimum education: Diploma (D3) or Bachelor’s degree, preferably in Hospitality Management, Tourism, or a related field.
- At least 1–3 years of experience in a reservation or front‑office role, ideally within a hotel or resort environment.
- Strong communication and interpersonal skills, with the ability to interact confidently with guests from diverse cultural backgrounds.
- Professional appearance and demeanor, reflecting the guest‑oriented culture of Accor.
- Proven ability to work effectively under pressure, meet tight deadlines, and manage multiple tasks simultaneously.
- Willingness to work flexible shifts, including weekends and public holidays.
- Good command of English (spoken and written) is an advantage; additional language skills are a plus.
- Detail‑oriented, responsible, proactive, and capable of leading or mentoring junior team members when required.
- Demonstrated leadership potential for those aspiring to supervisory or managerial positions.
Benefits
- Employee benefit card granting discounted rates at Accor hotels worldwide, encouraging staff to experience our brands first‑hand.
- Access to Accor’s extensive learning and development programs, including e‑learning modules, workshops, and mentorship opportunities.
- Clear career progression pathways within the property and across Accor’s global network of hotels.
- Participation in Corporate Social Responsibility (CSR) and Environmental, Social, and Governance (ESG) initiatives, allowing you to contribute positively to the community and sustainability efforts.
- Comprehensive health and wellness benefits, including medical insurance, fitness program discounts, and employee assistance services.
- Competitive salary package with performance‑based incentives.
About Company
Accor is a world‑renowned hospitality group operating more than 5,000 hotels across 110 countries. Our portfolio includes luxury, upscale, midscale, and economy brands, each delivering unique experiences while adhering to a shared commitment to quality, innovation, and responsible business practices. By joining Accor, you become part of a diverse, inclusive community that values continuous learning, sustainability, and the empowerment of its people.
Through our robust CSR and ESG programs, Accor strives to reduce its environmental footprint, promote social inclusion, and support local communities. Employees are encouraged to participate in volunteer projects, green initiatives, and cultural exchange programs, making a meaningful impact beyond the hotel lobby.
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