LUXURY RESERVATION CONSULTANT (FRENCH SPEAKER)

ACCOR GLOBAL RESERVATION CENTRE SL; Barcelona; On-site; EUR 24,000 - 42,000; Full time

Job summary

ACCOR GLOBAL RESERVATION CENTRE SL is seeking a Luxury Reservation Consultant in Barcelona. You will handle inbound bookings for our luxury brand hotels worldwide, using sales skills and storytelling to recommend rooms and suites while delivering exceptional service.

You’ll engage guests in authentic conversations, act as a brand ambassador, and strive to maximize revenue through upselling and cross-selling.

Qualifications

• Experience in sales, customer service, hospitality or tourism industries.
• Fluent in English (C1) and native/proficient French.
• Strong communication and storytelling skills to engage guests.

Responsibilities

• Handle inbound bookings with luxury attitude and sales techniques.
• Understand guest needs and act as brand ambassador.
• Create genuine guest connections through storytelling and listening.
• Upsell and cross-sell products and services.
• Process bookings in internal systems, including modifications and payments.
• Manage guest accounts and loyalty enrollments.
• Address guest requests and concerns professionally.
• Coordinate with team members to ensure seamless guest experience.
• Build long-lasting relationships to drive brand loyalty.

Skills

Active listening

Storytelling

Upselling & cross-selling

Verbal communication

Written communication

Team spirit

Customer service

Education

Sales/hospitality/tourism background

Tools

Booking software

Internal systems

Job description

As a Luxury Reservation Consultant, you will be a key member of our Global Reservation Centre based in Barcelona, handling inbound booking calls and utilizing your sales skills to offer knowledgeable recommendations while reserving rooms and suites for our luxury brand hotels worldwide. You will leverage your expertise and passion for our spectacular, world-class locations and properties to engage guests in authentic conversations, driving bookings and maximizing revenue. Your ability to understand guest needs and provide tailored solutions will be key in delivering exceptional service and achieving sales targets.

• Answering guest requests with new or existing bookings with a luxury attitude and language in an unscripted environment while using sales oriented techniques
• Fully understanding customer´s needs and acting as a brand ambassador throughout the entire luxury travel experience
• Create a true connection with our guests through storytelling and active listening.
• Upselling and cross-selling around available products and services
• Processing and managing bookings in our internal systems for hotels, including modifications, payments, and cancellations.
• Managing guest accounts and guest enrollments within the loyalty program, including modifications of their personal data.
• Handling any guest demands and concerns in a professional and positive manner.
• Communicating and maintaining a professional relationship with other team members involved (internal/external) to ensure a seamless guest experience.
• Establishing and maintaining a long-lasting professional relationship with the customers, resulting in brand loyalty

Requisits

• Experiència 1 anys.
• Continuous adhering to GDPR and PCI principles
• Being a curious and enthusiastic learner and keeping oneself up to date with the worldwide trends in the luxury travel industry
• Living the Heartist® culture and values and contributing to the success and growth of the Luxury Reservation Centre in Barcelona
• Following ACCOR´s Sustainability Policies and Corporate Ethics and other internal policies.
• Competències / coneixements:
• Education and/or work experience in sales, customer service, hospitality, or tourism industries.
• Experience in luxury travel will be an asset.
• Native or proficiency level in French is mandatory.
• Fluency in English (C1) is required
• Computer literate
• Passionate about travel and hospitality
• Active listening : Ability to understand and respond to guests' needs while adapting a sales oriented speech
• Excellent verbal and written communication and interpersonal skills
• Strong understanding of customer service principles and best practices
• Exceptional organizational, and time management abilities
• Strong sense of responsibility and accountability
• Genuinely curious and eager to self-develop
• Team spirit
• Respectful and collaborative within a diverse multicultural environment