Reservations Agent

Sofitel; Queenstown; On-site; NZD 45,000 - 65,000; Full time

Benefits offered by this job

Daily meals

Uniform & laundry

Anniversary stays with F&B credit

Gym access

Ski hire during winter

EAP and wellbeing support

Training and development

Discounted hotel stays

Job summary

Sofitel Queenstown is seeking a guest-focused Reservations/Front Office professional to be the first point of contact for guests and drive room and rate yield.

Responsibilities include processing group, FIT and corporate reservations, handling inquiries, upselling, liaising with Sales and F&B, and maintaining rate integrity while delivering heartfelt service in a luxury 5-star environment.

Qualifications

• Minimum 1 year reservation/front office experience.
• 5+ star luxury environment preferred.
• Expert knowledge of Opera and familiar with Accor ResWeb and DataWeb.
• Attention to detail and high service standards.
• Strong relationship-building and negotiation skills.
• Professional image and presentation at all times.

Responsibilities

• Process group, FIT and corporate reservations according to hotel policy.
• Answer calls promptly with the specified greeting and gather all relevant information.
• Upsell opportunities and enroll guests in Accor Live Limitless (ALL).
• Liaise with Sales and Food & Beverage teams for events or conferences.
• Maintain rate integrity and update rates in the system.
• Ensure inquiries are addressed and communications comply with procedures.

Skills

Reservation

Front Office

Customer service

Communication

Tools

Opera

ResWeb

DataWeb

Job description

Job Description

Curate the structure of an exquisite stay, being the very first point of contact our guests have with us. Responsible for maximizing room and rate yield at the hotel, ensuring a timely response to all reservations enquiries.

• Process and input group, FIT and corporate reservations following hotel reservations policy
• Answer all calls promptly, within 3 rings using specified greeting for hotel, in a courteous and efficient manner. Ensure that all relevant information is obtained.
• Take initiative to seek out memorable ways to engage with guests, and harness your creativity to deliver emotion and heart felt service in every interaction.
• Ensure all Group checklists are updated on the same date they are received.
• Send group invoice to companies/agents for payment and follow-up on any outstanding payments.
• Expertly provide upselling opportunities and recruit onto Accor Live Limitless (ALL).
• Liaison with Sales team and Food and Beverage team for conference or event arrangement.
• Take personal responsibility to ensure that all inquiries are addressed.
• Ensure all outward correspondence complies with company procedures, and any unusual correspondence is authorised by the Operations Manager.
• Assist in the preparation and checking of the rate manual.
• Check and update, as necessary, rates in the computer system.
• Adhere to rates published in the Rate Manual or rate advertisements. Exceptions to the published rates must be made through the Reservations Manager
• Maintain a positive selling approach to maximise yield in both occupancy and rates.

You will embody the distinctive Sofitel Brand Pillars & hold a healthy obsession with connecting our guests with these:

• Soul Impact

French Zest - Incorporate the French mindset through encouraging freedom of thought, striving for excellence with passion and an effortlessly chic style. Display French art de vivre – embracing life and love in an effortlessly joyful manner.

Heartfelt Service Culture - possess an innate desire to surprise and delight every guest and to tailor services to each individual, inspiring emotions and memories.

• Social Impact

Committed Luxury - Take great pride in promoting vibrant local cultures and associated know-how, and possess a deep respect for the communities and environment our hotel is located.

Cultural Link – expertly connect and blend the French culture with our local culture and community to create exceptional and unique guest experiences.

• Live our Brand Purpose: “Guided by out French zest for life, we inspire heartfelt encounters”

Qualifications

• Minimum 1 year previous Reservation/Front Office experience is essential.
• 5 star luxury environment is preferred.
• Expert knowledge of Opera and familiar with Accor ResWeb and DataWeb system.
• Passion for high end hospitality with an absolute eye for detail.
• A demonstrated ability to build warm relationships and gain trust at all levels.
• Excellent listening and negotiation skills.
• Projects professional image at all times through personal presentation/ interpersonal skills.

Additional Information

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities.

• We offer competitive pay, plus benefits including daily staff meals and dry-cleaned uniform and laundry allowance, anniversary stays with F&B credit to enjoy.
• Free gym access plus ski hire during the winter.
• EAP, well-being and mental health supports available, progressive policies, including 12 weeks paid parental leave, and rainbow inclusive policies and practices.
• Take part in social activities and community involvement initiatives through the year.
• Build your career with the New Zealand Hotel of the Year 2024.
• Receive unparalleled training, development and support from Accor leadership training programmes.
• Discounted Hotel stays, food and beverage rates and Spa treatments, worldwide - for yourself and for friends and family, across our entire network.
• Be part of a well-established hotel with a strong reputation for providing exceptional service.
• Ongoing reward and recognition incentives and awards.
• Opportunities for further development and worldwide career progression within Accor.
• Refer a friend incentive
• Supportive and friendly working environment.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Permanent part-time position, 25hours a week.

Please note, we are not sponsoring for this position.