Groups Reservations Agent

Novotel Hotels; Wellington; On-site; NZD 50,000 - 65,000; Full time

Benefits offered by this job

Learn via Accor Academy

Daily staff meals

Accor Heartist Benefits

Parental Leave Scheme

Staff celebrations

Refer-a-friend bonus

Employee Assistance Program

Job summary

Accor Wellington Reservations Hub is seeking a Groups Reservations Agent to handle FIT and Group requests across Novotel, Ibis, Movenpick and Sofitel properties. You will input and monitor reservations, manage rate structures, and help maximise occupancy while delivering high standards of service.

Requires experience in reservations or customer service, OPERA PMS knowledge, and fluent English; weekend shifts are part of rotating rosters.

Qualifications

• Experience in reservations environment or customer service.
• Knowledge of OPERA PMS.
• Excellent written and verbal communication.
• Attention to detail and ability to upsell.

Responsibilities

• Sell available rooms at desired rates to maximise revenue.
• Input and maintain accurate guest information on the system.
• Work to a schedule to achieve monthly/period targets.
• Maintain guest expectations and manage emotions in a fast-paced environment.
• Ensure familiarity with rate structures and property features.

Skills

Fluent English

Customer service

Reservations experience

Tools

OPERA PMS

MS Office

Job description

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality. Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

Join our Wellington Reservations Hub! Working on requests for Novotel, Ibis, Movenpick and Sofitel hotels, this is a fast paced environment where service and care matters. We are seeking a new Groups Reservations Agent to join our wonderful and dynamic team. At Accor, your personality is celebrated, and your growth has no limits. Every action you take (big or small) makes a meaningful impact on your colleagues, our guests, and our commitment to responsible hospitality. The position is responsible for accepting, inputting & monitoring reservations via all incoming channels; with the objective of ensuring all available rooms are sold for allotted rates & therefore ensuring budgeted revenue is achieved within defined timelines.

Key Responsibilities

• Working within the team to ensure that the available rooms are sold for the desired rate, therefore gaining maximum revenue
• Maintain accuracy during the call & while inputting details on the call
• Working to a systematic timeline & gaining the maximum revenue from the available rooms
• Meeting the set targets for each month/year/period.
• Accuracy of information
• Handling a fast phase environment whilst also managing guest expectations and emotions
• Handling call volume and maintaining phone etiquette
• Ensure familiarity with the reservations system, all tiers of the rate structure, occupancy and Property features to maximise occupancy at every opportunity
• Ensure all guest details are fully updated on PMS system and maintain efficient records
• Action requirements as needed & confirm accordingly with the guest / booker
• Adhere to set rates
• Become & maintain fluency with the Accor Loyalty Programme
• Maintain strong product knowledge – know all products and specials available at the Property and Properties in the surrounding Area

Qualifications

• Available on a rotating roster for some Saturday shifts, 8:00 AM starts and 7:30 PM finishes
• Experience in a similar reservations environment, alternatively, customer service experience required
• Previous experience in FIT and Groups
• Tenure (past or present) within in a Hotel environment is preferred
• Strong knowledge of computer systems including Microsoft Office.
• Competent knowledge of OPERA PMS
• Fluent orally & verbally in English, with other languages well regarded
• Experience delivering excellent customer service
• Exemplary written and verbal communication skills
• Experience providing prompt and efficient service including upselling advantageous
• Attention to detail

Additional Information

About

At Ibis, Novotel, Movenpick and Sofitel Wellington, we're all about not just building your career but ensuring you have a blast along the way! We believe in celebrating your accomplishments with a bunch of awesome employee perks and programs, including:

• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Daily staff meals are on us while you're on duty.
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
• Accor's Parental Leave Scheme: Supporting you in all stages of life.
• Join in on staff celebrations and get recognised for your tenure.
• Accor's refer-a-friend bonus
• Access to our Employee Assistance Program

Join us at Ibis, Novotel, Movenpick and Sofitel Wellington, where your career journey is as exciting as the destination!

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. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/<

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS