Ресепшен

Что делать

Supervise the daily operations of the Reservations Department, ensuring all enquiries are handled accurately and promptly. Process individual and group reservations in accordance with Accor standards and hotel policies. Coordinate group bookings, including room blocks, rooming lists, contract rates, billing instructions, pick-up, cancellations, release dates, and special requests. Liaise with Sales, Revenue, Front Office, Housekeeping, and Finance to ensure seamless coordination of group reservations. Ensure all reservation details, payment guarantees, and billing instructions are accurate and properly documented. Monitor room inventory, group blocks, and stop-sell restrictions to maximize occupancy and revenue opportunities. Maintain a proactive selling approach by promoting upselling opportunities and supporting revenue optimization. Review daily arrivals to ensure the accuracy of rates, market segments, guest profiles, and reservation details. Handle group billing enquiries, reservation escalations, VIP bookings, and guest complaints professionally. Prepare reservation and group reports as required and assist with forecasting and inventory management. Train and support Reservations Agents while ensuring compliance with Accor standards and departmental procedures. Deliver exceptional guest service in line with Accor's Heartist values and perform any other duties assigned by management. Minimum of 2 years' experience in a hotel reservations role, including at least 1 year in a supervisory capacity. Previous experience with Accor is preferred. Strong knowledge of Opera Cloud (Opera PMS), Microsoft Office applications, and Accor systems such as Resaweb, ACDC, and FASTCOM. Experience in handling both individual and group reservations within a hotel environment. Good understanding of revenue management principles, inventory control, and reservation procedures. Excellent communication, interpersonal, organizational, and negotiation skills, with the ability to build effective working relationships. Ability to work independently, demonstrate initiative, multitask, and adapt to changing business needs. Multicultural awareness with the ability to work effectively in a diverse team environment. Flexible to work a variety of shifts, including weekends and public holidays, as required. Fluent in spoken and written English; additional language skills are an advantage. Prior experience working with Opera or a related system. Strong interpersonal and problem-solving abilities. Fluency in English and additional languages are a plus.