Groups Reservations Agent

CGR Services; Wellington; On-site; NZD 52,000 - 68,000; Full time

Benefits offered by this job

Accor Academy access

Staff meals on duty

Parental Leave Scheme

Job summary

Accor Wellington invites an experienced Groups Reservations Agent to join the Reservations Hub. You will handle bookings for Accor brands, ensuring accurate input and proactive upselling to maximise group revenue across Novotel, Ibis, Movenpick and Sofitel properties.

You will work within a fast-paced team, maintain PMS records, and provide exceptional guest service while meeting monthly targets. Some shifts may include weekends. Fluency in English and OPERA PMS knowledge are essential.

Qualifications

• Fluent English language skills required for guest interactions and written communication.
• Experience in a hotel reservations or customer service environment preferred.
• Strong upselling and revenue-generation abilities valued.
• Proficiency with the OPERA PMS and MS Office suite.
• Ability to input and manage reservations accurately across channels.

Responsibilities

• Accept, input and monitor reservations via all channels to maximise room sales.
• Maintain accuracy of guest details and reservation records in PMS.
• Work to a timetable to achieve revenue targets and occupancy goals.
• Communicate effectively with guests to manage expectations and emotions.
• Upsell products and services where appropriate to boost revenue.
• Familiarity with rate structures and loyalty programs for Accor properties.

Skills

Fluent English

Upselling

Customer service

OPERA PMS

Microsoft Office

Tools

OPERA PMS

Microsoft Office

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
• Exemplary written and verbal communication skills
• Experience providing prompt and efficient service including upselling advantageous

Additional Information

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.
• 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