Reservations & Revenue Specialist

Accor; Manama; On-site; BHD 6,000 - 9,000; Full time

Job summary

Accor in Bahrain is seeking a Reservation Agent responsible for maximizing room revenue through proactive selling and referrals. You will act as the primary contact for revenue-related processes, manage reservations via email, phone, OTAs, and Brand.com, and maintain data accuracy in the PMS system.

The role emphasizes upselling, customer service excellence, and flawless follow-up on inquiries, cancellations, and non-guaranteed bookings, under guidance from the Reservations Team and Revenue

Responsibilities

• To maintain departmental brand standards.
• Maximize room s revenue through the conversion of telephone calls into sales.
• Achieve targeted goals in the LQA, Forbes, Hotel Mystery Shopping calls and LISTEN calls.
• Maintain the accuracy and cleanliness of the PMS Database.
• Ensure market segmentation is accurate for each reservation.
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction.
• Produce quotations and written confirmation to FIT guest & Travel agencies.
• Complete understand and effective use of the Hotel's telephone system.
• Support the Reservations Team, Sales and Revenue Management with special projects as required.
• To have full and up to date knowledge of the hotel products and services.
• To ensure all telephone calls are handled politely and efficiently, ascertaining and accurately meeting the caller s needs using a client‑oriented approach.
• To check arrival reports - 48 hours prior to arrival and 5 days prior to arrival
• To process transportation & trace reports.
• To handle all reservations through different channels (via email/telephone/ OTAs/ Brand.com) efficiently.
• To actively participate in maximizing revenue through up‑selling & cross‑selling by using effective upselling techniques.
• To follow up on non‑guaranteed bookings and pending payment.
• To handle no‑shows and cancellations as per policy.
• To handle all inquiries promptly within 24 hours, ensuring the customer receives a friendly, professional and efficient response that accurately meets their needs.
• To handle complaints promptly and professionally, demonstrating genuine care and concern under the supervision of the Manager on Shift.
• To liaise with the Supervisors/Management and team in order to ensure the smooth operation of Revenue processes and functions within the individual unit covered.
• To attend all necessary internal hotel meetings, i.e. function sheet meetings, operation meetings, etc, to fully represent the Revenue department when needed
• To prepare, update and file all correspondence relating to reservations and sales
• To maintain an effective mechanism for following up provisional business inquiries
• To ensure that the hotel is communicated on a daily basis in regards to V.I.P s, Arrivals and Management to greet, etc.
• To maintain the cleanliness and hygiene of the department, it s fixtures, fittings, and equipment. To demonstrate a high standard of personal appearance, always wearing the full and correct uniform and ensuring good personal hygiene
• To ensure all legal and statutory regulations and responsibilities are met in order to maintain a safe working environment for yourself, your colleagues and our customers.

Job description

Accor in Bahrain is seeking a Reservation Agent responsible for maximizing room revenue through proactive selling and referrals. You will act as the primary contact for revenue-related processes, manage reservations via email, phone, OTAs, and Brand.com, and maintain data accuracy in the PMS system.

The role emphasizes upselling, customer service excellence, and flawless follow-up on inquiries, cancellations, and non-guaranteed bookings, under guidance from the Reservations Team and Revenue